My boyfriends xbox account was hacked into.

We filled in a form and sent it off at first. I've just spoken to an agent now, thank you for the advice there. Didnt even know you could do that. Just checking, what do they mean by best email address? Is that asking for a new one or the one that originally
created the account?

It would be the best email address that they can contact you at.

Hi, I am sorry for your issue... unfortunately the only way to recover an hacked account is to contact the support like you have already done, you should also try to follow the guide here https://beta.support.xbox.com/help/account-profile/manage-account/compromised-account-solution in
order to re-ottein the account.

I suggest you to contact again the support with some proof of the property of the account (some old e-mail, purchase,...), if the hacker has changed all the settings inside the account they should be able to seee the history of the account

When you say he sent a form to recover it was he talking to a Xbox support agent at the time and did they have him create a new account and ask him questions about the original account to verify ownership of the account? and once that was done the form would
be sent to an escalations team who would look over things and if they verify ownership of the account they would of transferred everything over to the new account.

Or did you just go onto account.microsoft.com/acsr and try and fill that form out and they sent a response saying that he did not provide enough information?

My only issue is we dont know what email this person changed it to. But every time we look at some recovery option on the support page it asks us to try signing into the account before it gives us an option to recover. We cant attempt sign in without an
email address so we're a bit stuck.