Microsoft Account Safety Team doing nothing??

Ollie King1 · Jun 6, 2025

NOTE - I didn't know where to upload this or anything so apologies if it's in the wrong section.

Recently my Microsoft account got hacked while I was playing Minecraft and the email for the account was changed. I contacted support about it and they said that they would "escalate the case" and I would get an email from the account safety team about details to fill in, which I did. But it has been about 11 days (26/05/2025) and I still have no response (they said that it would take 3-5 business days). I tried to email them to ask if there was any updates but still no reply. Its getting quite frustrating and it feels like I'm always just talking to robots at this company and not actual real people. I sent them all of the information they need such as emails, phone numbers, contacts linked to the account along with old passwords and a bit of my billing details. It can't take this long to recover an account can it? Please can someone tell me if this is normal but this is not what I expect from a million dollar business.

:)

Smwutches

Actually in some cases, yes, it can take longer for them to recover an account. It just depends on the situation.

Also, it's been closer to 8 days not 11 since the 26th was a holiday and weekend days do not count.

Mistress Sara

I'm sorry, there is no way to contact the Safety Team, regardless of what people have posted/said.

The Safety Team use to use the forums over 10 years, but have long since stopped.

The first person you spoke with misspoke as there is nothing they can do. The only info they may see is that an account is suspended, they won't see/have access to any additional info. Them opening a case will do nothing as there is nothing anyone outside the Safety Team can do.

Lucas Lauer

If after submitting the account reinstatement form you received that reply, unfortunately there is nothing to do, my friend.

I'm really sorry about this. But when your account get compliance locked, only the Microsoft Online Safety team can restore it back. No other Microsoft employee can do anything about it.

And the recovery form also does not work for accounts that have two factor authentication enabled.

I'm really sorry, my friend.

Mistress Sara

The Safety team are the only ones who handle suspensions and console bans. If the account was banned - a case review can be submitted by following the steps here.

Beyond that, there is nothing anyone in the forums can do to assist. The Safety team is only contactable through the case review process. Support is unable to assist in any Safety team matters.

If the console was banned, you can learn more about what that involves here. Note device bans are not reversable.

Mistress Sara

Only the Safety team handles anything to do with suspensions/strikes/bans. The Safety team does not use the forums, they are only contactable through the case review process.

If you have submitted a case review (https://support.xbox.com/help/family-online-safety/enforcement/how-to-submit-a-case-review) and the suspension has been upheld, there is nothing further that can be done.

Microsoft Account Safety Team doing nothing??