Locked out of email

Hello Decoyda L, my name is Oskayra, and I will be happy to help you.

Beforehand, it is important that you keep in mind that this is a public community forum, so we are players like you, we are not employees of Microsoft or Xbox, so we do not have access to any user account or check anything from the forum. All users help each other with common problems.

I am very sorry for what you are going through. For cases of Stolen Accounts, the only solution is through the account recovery form which is as follows:
https://account.live.com/acsr

You must keep in mind that this is the only alternative or solution to recover an account, support cannot help with this type of case because they are not authorized, leaving the form as an option, if you cannot fill out the form for X or Y Reason then unfortunately the account cannot be recovered.

Thank you for your patience, I hope everything can be resolved. I will be attentive to your response. Blessings.

Best regards,
Oskayra.

Hi Sharlotte. My name is Kyle and I'm an independent advisor.

This public forum only provides technical support for Xbox devices and services. We do not have insight into account details to assist with account recovery.

To protect customer privacy, Microsoft can only help customers verify their account ownership through the online password recovery process. https://account.live.com/acsr

If you remember any new details that might help with the recovery process, it's encouraged to keep trying to recover your account using the online account recovery form.

https://support.xbox.com/help/account-profile/manage-account/lost-password-solution

Thanks,
Kyle

Follow these steps these will only work IF you still have a console that you have had that profile on previously if not then you will have to continue to try and fill out the form.

1. go to account.live.com/acsr and try and recover your account you no longer have access to the security proofs (recovery email and/or phone number) so you will need to say you no longer have access to these.

2. fill out the questionnaire asking you questions about the account.

3. wait to receive the email from the account recovery team letting you know whether you have provided them with enough information or not.

IT sounds like you may have already done steps 1, 2 & 3 if so and it was in the last 30 days and you still have the email saying you have not provided them with enough information AND you have a console
your profile was on previously you can directly go to step 4 and contact xbox support

4. if you get the email saying you have NOT provided them with enough information AND you still have a console that this profile was on previously then you can contact xbox support by going to support.xbox.com/contact-us they will then fill out a forgotten
password escalation form. This form will have some questions like on the form you filled out on the website but also will ask for a reference number in the email that ACSR team sent saying you didnt provide them with enough information also will ask for a
console id number which would be found in the settings of any console that your profile was on previously.

The support team will then send the escalation to xbox escalations team who will look at your answers to those questions and if you provided enough of those questions correctly then they will send you a link to reset your password.

AGAIN IF you do NOT have a console that has had your profile on previously that would have that console ID on it then support can not help you and you would have to try and remember the answers to those questions. In the account recovery form.

Contact support to review your credentials and access your account
https://partner.support.services.microsoft.com/en-us/contact/virtual-agent/?partnerId=xbox&theme=xbox&flowId=Xbox-ContactUs

Hi there,

I must advise that it's the responsibility of the user to make sure account and sign in credentials are kept secure and up to date. If this is an issue that occurred 2 years ago, and you cannot gain access using any of the methods posted here, there will
be nothing we can do.

In order to setup a new alias email address, you need access to your original email account. If you cannot action this, regrettably, again, there is not much we can do.

Best,

L