Locked out of XBOX account - old email address

Hi there Ceara M.

I am Lumie and I would love to assist you today. Please keep in mind we are users like you, not Microsoft.

I am so sorry you are having issues with your account recovery.

In order to get a refund, you must be able to recover the account first. Some banks also provide chargebacks if eligible.

You should contact your bank to have the payments cancelled directly.

The only system in place is the form.

If you have none of these recovery options then unfortunately your only option would be to use the Account Recovery form here: [https://account.live.com/acsr ] as there is no way to prove your ownership otherwise.

Microsoft agents also cannot open it for you remotely as they do not have the power to do so.

Please be consistent with the form, you can do it twice a day everyday until you regain access.

Try to do it in a geographical area you would usually sign in from. =)

Here is more information on the form: [https://support.microsoft.com/account-billing/b19c02d1-a782-dee6-93c3-dc8113b20c42]

I understand you have tried before and been denied, but this does not mean you will always be denied as the system operates off probability. Consistent attempts lead to recovery.

Once you can get in you can contact support or access your subscription / order history to request the refund.

I hope this helps!

Let me know if I can be of any further assistance.

So you are locked out of the Xbox account and the E-mail? Is the email with Microsoft as well?

have you tried the compromised account recovery solution that requires you using a different email address to recover the account?

That's right NAFFRY, xbox support has confirmed this. On recovering my account, which i shouldn't have been able to do since they said they had locked it. Now i can't change my windows id password on my pc cos they want to send a reset to my old redundant
email address. Can i change the password on my xbox thus avoiding this issue with my old email address?

Hi Mad! I'm more than happy to help you out!

Unfortunately, your Xbox account is permanently attached to your original/old email address. Removing your old email address from your Microsoft Xbox account will result to permanent deletion of your games, saved data and your files from your account.

I hope this information helps.

Kind regards,
Stephanie

Thanks for the reply. The problem I have is that I cannot get into the old account. Microsoft does not recognize it. Even though they send emails to that account to let me know of purchases. It was an old email that I was locked out of for a long time.