Locked out of account (and still being charged)

JimMcQ1 · Nov 7, 2021

I am writing because of an issue I have been having for quite a long time with my son’s Xbox live account. This issue has cost (and continues to cost) me in terms of money and time.

My son signed up for an Xbox Live account (with my permission and supervision) about seven years ago (that’s an approximate – I’m not sure of the exact date). Several months ago, he received a notification saying that there had been “suspicious activity” on his account and that his account would need to be verified before accessing again.

When we went to verify his account, we were informed that the account would need to be verified using an email. The email address originally attached as a backup for his account is no longer in service, so we were informed that we needed to go through a verification process, which we did.

Despite providing the required information, the system refused to verify us. I provided my credit card number and my son provided a variety of information regarding the console and the Microsoft email address attached to the account (an email account he barely used so we were only able to identify one or two emails to provide in the verification process).

When I have tried to get in contact with representatives from Xbox support via the website, I am constantly redirected to log in to my account, which we are unable to do. When I try to sign up to receive a phone call, I am informed that phone calls are not available for my issue.

As of now, this “suspicious activity” (which presumably is not any sort of violation of the terms of service) has prevented us from accessing this account for months. I have spent thousands of dollars on games, subscriptions, movies, and other assorted in-game purchases (Fortnite, Rocket League, etc) that is now seemingly lost despite the fact that we have done nothing wrong. In addition, there seems to be no one to contact. Finally, I am still being charged because I still have subscriptions attached to this account. I cannot even cancel these subscriptions because I cannot access the account to do so.

This is obviously unacceptable and needs to be rectified immediately. I should also be given reimbursement for the subscriptions that I have paid during the time we have been locked out.

I need to know who to speak to.

Thank you for your time and any help you can provide.

:)

XBF Houmaidi O

Hello @JimMcQ1!

I'm sorry for the inconvenience this situation is causing you.

My advice is to contact your bank for them to stop the unauthorized charges on your account. And regarding contacting the support, would you please try using another email address just to get hold of one of our live agents, then when you manage to do so, you can then provide them with the email address associated with your account. The live agents at least will be able to check your account and verify the exact reason why your account is locked. However, please keep in mind that they will need to verify your account by sending you a code to that email address to have access to your account. If they can't verify it, unfortunately they can do nothing from their end.

RiposaurusRex

If you are locked out of your account and still being charged getting in contact with Xbox support would not only help with the charges being made to an account you are locked out of but also be able to get you back into that account if you choose to pursue
that. They will be able to help you out no doubt about that.

CarTzy

Hello Chloe Epstein,

I understand your frustration with losing access to your account. However, this is an issue that we cannot resolve here in the community, as we do not have the authority or the tools to verify your identity or reset your password. The only way to regain access to your account is to fill out the Recovery form again and provide as much details as possible, such as alternate email addresses, phone numbers, security questions, recent contacts, and any other information that can prove that you are the owner of the account. I know this may seem tedious, but it is the only option available to protect your account from unauthorized access. I hope you can understand and follow this process.

Thank you for your cooperation and patience.

AridLizard

I suggest you contact Support and either request a call back on the phone or chat with Xbox Support via online chat

go to
https://support.xbox.com/en-US/contact-us

Select Billing & accounts in the category area

Select See other options

Select How to protect my account

Select Show contact options

Select Request a call from Support to get a phone call

or

Select Billing & accounts in the category area

Select See other options

Select Recover my account

Select Show contact options

Select Chat with Xbox Support to use the online chat

they may ask you to create another email address, but this will only be for them to communicate with you by email (if necessary) as you can't access the email linked to your Xbox account

hope this helps

denis97g

At this point, your option is to contact support
support.xbox.com

Locked out of account (and still being charged)