Locked out of account and going round and round to authenticate and it's driving me nuts!!!

Discus and support Locked out of account and going round and round to authenticate and it's driving me nuts!!! in XBoX Accessibility to solve the problem; Hi - my son's Xbox account has been suspended and no matter how many times I try and answer the questions on the authenticate account I can't seem to... Discussion in 'XBoX Accessibility' started by Abigail Vine, Nov 23, 2021.

  1. Abigail Vine
    Abigail Vine Guest

    Locked out of account and going round and round to authenticate and it's driving me nuts!!!


    Hi - my son's Xbox account has been suspended and no matter how many times I try and answer the questions on the authenticate account I can't seem to get back in.

    We have given the Xbox Live ID, last 4 digits of the credit card, postcode, user name, last passwords we can remember ETC ETC...

    Short of having a representative of Microsoft come to our house so we can PROVE it's us trying to get back in and show them our passports and the deeds of our house I HAVE NO IDEA WHAT TO DO!!!

    My son is so upset. He has spent all his pocket money over the years buying games and other bits online for his games and he is currently banned from playing because, it seems, we can't remember all the details we need to get back in.

    We don't even know why the account was 'compromised' in the first place.

    I have now been locked out of the account for 24 hours and so can't even try to remember more answers to the questions in the form.

    I can't do a love chat with anyone because to do that I have to be logged in

    ITS DRVING ME NUTS and the fact that I can't even speak to a human on the phone about this is just literally the worst customer service from a corporate company I have ever experienced.

    I need help to get back into the account ASAP.

    :)
     
    Abigail Vine, Nov 23, 2021
    #1
  2. Abigail Vine Win User

    Locked out of account and going round and round to authenticate and it's driving me nuts!!!

    Thank you Dom - I have also tried that! but as I have to 'sign in' I can't access the chat as my email account has been suspended.

    My work Microsoft is a O365 account and doesn't seem to work when I try and access via Contact us as you have suggested above

    You can now see my frustrations!!

    Any other ideas?

    Please help me!
  3. Abigail Vine Win User

    Locked out of account and going round and round to authenticate and it's driving me nuts!!!

    Hi :) THANK YOU for replying!!!

    OK - so on 18th Nov I got an email from Microsoft (I checked the email address on google first to get it was legitimate) - email received below....

    I tried to recover my account but I'm guessing I got answers to questions wrong? I tried 3 times with different answers but now I'm locked out from even trying other answers!!

    My son is so upset as he has spent so much money on his games and now cannot access any of them!

    I am tearing my hair out - it's stressing me out so much. And I can't speak to anyone via my other Microsoft account (The one affiliated to the Xbox) as I can't access it!!! So I am literally going round in circles and not getting ANYWHERE!!! I have accessed this forum from my work Microsoft account

    I found a form to submit to Microsoft Customer Service which I submitted yesterday (ticket ID SIR6836085) saying my request would be reviewed and I just had to wait....

    My son has not been able to access his Xbox for 5 days!!! We pay a subscription for Xbox live, we have spent loads of money with Xbox yet we are seemingly being held to ransom because 'some' of my answers were incorrect. We set the account up years ago so I can't remember everything and I really just want to speak to someone on the phone who can help me reset everything so we can get the Xbox working again

    [table][tr][td]We think that someone else might have accessed the Microsoft account When this happens, we require you to verify your identity with a security challenge and then change your password the next time you sign in.[/td][/tr][tr][td]If someone else has access to your account, they have your password and might be trying to access your personal information or send junk email.[/td][/tr][tr][td]If you haven't already recovered your account, we can help you do it now.[/td][/tr][tr][td][table][tr][td]Recover account[/td][/tr][/table]
    [/td][/tr][/table]
  4. XBF - Dom Win User

    Locked out of account and going round and round to authenticate and it's driving me nuts!!!

    Hello Abigail Vine,

    Thank you for reaching out to us about your issue!

    If you are curious as to why the account has been banned or suspended and you have access to the associated email, I suggest searching the inbox to find emails containing the account's recent activity. When you say that you have tried to answer the questions to authenticate the account, are you referring to the Account Recovery Form located here?: Recover your account (live.com)

    Let us know so we can continue to investigate the issue if necessary.
  5. Abigail Vine Win User

    Locked out of account and going round and round to authenticate and it's driving me nuts!!!

    Oh - and yes, I am referring to the account recovery form....
  6. XBF - Dom Win User

    Locked out of account and going round and round to authenticate and it's driving me nuts!!!

    Hello Abigail Vine,

    Have you been able to find a solution for this issue?
Thema:

Locked out of account and going round and round to authenticate and it's driving me nuts!!!

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