Locked Out of Xbox Account

Have you tried removing your XBL profile from your console and then adding it back using only the new account credentials? If you haven't then that might help you out however I'd double check my Microsoft Account logon & email details on the web site first to ensure there is no sign of your old email address associated with your account.

Good luck!

Sadly, if you can't provide the necessary information, it won't be possible to recover the account. Microsoft takes your security very seriously, and to protect customer privacy we can only help customers verify their account ownership through the online password recovery process. If you can't access your account verification methods, you won't be able to recover your account, even if you fill out a form. This is a sad situation, but there is nothing to be done.

So the hundreds of dollars that I’ve spent on games and DLC over the last 10 years, all the progress I’ve made in these games is just gone? And there’s no reason given?

Hi Lachlan, my name is Rodrigo. I'm an Independent Advisor and a member of the Microsoft community and I'd love to assist you today. I am sorry to hear that. Have you tried to fill out this form? https://www.microsoft.com/concern/AccountReinstatement

I have, but I will try again. Thankyou

Same response as last time, told that they can’t help me and I have to reset my password. In order to reset my password I have to verify my identity which I can’t do as I have lost access to my backup email that I made over 10 years ago.

Im so sorry that you’re experiencing this. You have mentioned that you tried contacting support. I would recommend either contacting Xbox support again or when you click on the link there is a search bar where you can search up the issues you are experiencing. Let me know if this helps!

Have tried this, it all loops back to either me needing to verify my account (which I can’t do because I’ve lost access to the email I set as a secondary address) or to a message saying they can’t help me.

Did you get an email of an enforcement action on your account? If you didn't then that's not it. Also I haven't seen an enforcement action that locks account, you can still sign in even with a permanent ban.