Microsoft won't recover my account

John Bubbless · Jun 3, 2025

Hey, about 2 months ago a virus on my computer took browser session tokens and using it started changing passwords on various accounts. After I realized what's happening I started recovering my accounts: some services prevented any changes (Facebook, Instagram), most services easily recovered my accounts (Riot Games all - 3 accounts, Epic games, EA), with Ubisoft I had more issues and had to prove that I am the owner (they recovered the account with second request, where I provided even more information and they asked for logs on the PC).

However, first time I contacted Microsoft, they decided that recovery isn't possible and they suspended the account. Sure, it's not currently in my possession so I don't want hackers using it. But why isn't it possible? I contacted Microsoft support the second time, they sent me many questions that would help with the recovery. I answered best I could all IP addresses, debit card last numbers, dates and got no answer for 3 weeks. I contacted support to ask about the case, they said it's still under investigation with higher-level team. I waited for another 2 weeks with no answer, contacted them again, and they told me again that account recovery isn't possible.

Why Microsoft refuses to return the account back to me? All services had it easy, but Microsoft fails.

:)

SweetMonet

Hi, John! I'm sorry to hear your having an issue recovering your account. No worries, I'm happy to assist you with this today.

Please note that this is a public community forum and we do not have access to any user accounts. Also, you mentioned that this has been escalated to a higher-level team. I would suggest trying these steps and see if you can reach the Xbox customer support for them to further check or investigate your account.

Please go to https://support.xbox.com/en-US/contact-us

Then click on "Contact us" > Account and Profile> Then choose I need a Microsoft account> Type Account Hacked > Click Next> Click on See contact options> Select from there, it should show you the option to chat with them or request a call.

Let me know if that works. Thank you!

kyle_m4496

Your Minecraft account is your Microsoft account, they're not separate accounts. You won't be able to recover the purchases or other content associated with the account.

RestrictedGolem

Nah, some Russian hackers thought it'd be fun to get into my account, and migrate it...To Russia. And charge my bank 75 bucks in fee's for buying Microsoft points. I won't be able to recover my account for probably two more weeks.

Puppy Fujo

Here is how to Recover the email address associated with a Microsoft account. If you don't have the required information
because you did not set it up unfortunately there would be no way to recover it. My question though is why did you want a different account on the 2nd Xbox? You can have your account on more than one console... Unfortunately Xbox Support won't be able to
assist you here.

Lucas Lauer

I'm sorry, on my first reply I sent you the link to recover the account email, not password. This is the correct one:

https://support.microsoft.com/en-us/account-bil...

But if nothing there works, I'm sorry but you won't be able to recover it.

Microsoft won't recover my account