Locked out of Account

AGroupofMangos · Jul 11, 2018

Hello,

Recently I was locked out if an account that had multiple subscriptions (Gold, Game Pass, etc). The subscriptions have been charging me for two weeks and I have attempted to find help from Xbox Support but so far they have not bothered to help me. Just today
I tried calling the helpline and I can't even hear the support person. I really need to cancel those subscriptions but can't as i forgot my password and can't reset it.

Is there anyway Microsoft can just terminate the subscriptions remotely?

Please help as this is costing me quite a lot of money.

:)

Toxic Raven · Jul 11, 2018

Locked out of account

I would recommend calling support.

support.xbox.com/.../contact-us

Scrub Wrecker · Jul 11, 2018

Locked out of account

Long story short, my dads email was the email linked to the account for recovery purposes but because he passed away recently I can't use his email to recovery my account as I don't know the password into it, instead I tried to use my own phone number but
that takes 30 days to come into effect, so now I'm locked out of my account with no way of getting back in.

ISirProdigy007 · Jul 11, 2018

Hi,

Fill out this recovery form here

Contact Us | Xbox Support

Scroll down to step 4 and select chat with xbox support. fill in your name, reason for contacting.

it's best to contact on the phone in regards to this.

Meerkat Matt

Just an update, we EVENTUALLY regained access to the account by giving the old serial number of his xbox and going through the escalation team on 2 more occasion. Suffice to say he could not access his profile for around 2 weeks of the school holiday.

Not very impressed with this one little bit.

Lord Rob UK

Hi CRYINchitis316,

Looking on the MS forums at people with similar issues when their xbox live account get blocked they recommend the following to unlock your account email address:

Please follow the steps below:

1. Click on this link. account.live.com/ResetPassword.aspx

2. Click on the third option: I Think Someone Else is using my Windows Live ID.

3. Select Reset your Password option.

4. Enter the Microsoft account you are trying to recover.

5. Enter the characters you see on the picture, and then tick on Next.

6. Click on I can’t use any of these options.

7. Re-enter the Microsoft account you are trying to recover. Under Where should we contact you?, Enter an email address that's different from the one you're trying to recover.

8. Click on Next.

If you passed, you'll get the reset link right away to your alternate email account entered on step #9. If the system needs further validation with the information you have provided on the questionnaire, it may take 24 hours.

If you have already been through this process and its been longer than the 24 hours the I would recommend sending a tweet to @XboxSupport.

Hope this helps

Regards

BoA

Nursemorph

Can you not just reinstall the Authenticator? I assume you have already tried that but just wanted to check just in case:

https://www.microsoft.com/en-gb/p/microsoft-authenticator/

No actual clue if you can simply reinstall it and hey presto! or whether it needs more.

MindOfTim

You need to contact the customer support team directly, we cannot do that for you as it's against Microsoft's terms and conditions. If you have also forgot your password, try to think of any previous passwords, purchases, when the account was made as the
more evidence you have that it is your account, the quicker they can sort things out

Ricardo Lechuga

you will need to wait 24 hours before being able to attempt again

Locked out of Account