Locked out of account

RachealSund1 · Sep 2, 2020

My son is locked out of Xbox account. We have went through the process of filling out the forms to recover but Microsoft is saying they cant verify due to insufficient information. We have literally filled everything out, with correct information. Help!
He has so many games he bought online with that account, he's 13 and crushed.

:)

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