My email account has been deleted and I have still been charged for Xbox Game Pass

Hi Samhughes! My name is Darhlene and I’m here to assist you.

I apologize for the inconvenience you’re experiencing with your email account. Don't worry, I will help you get this sorted out.

Based on the information, if you're still receiving charges from your Microsoft account, chances are that the email address associated with it is still active.

However, it is also possible that the charges came from a different Microsoft account.

Please check the accounts of your family member's order history that are using your Xbox console or Windows PC frequently at home. It is possible that your payment method is associated with one of their accounts.

Try to recover your account using the account recovery webform (ACSR):

https://support.microsoft.com/en-us...-account-24ca907d-bcdf-a44b-4656-47f0cd89c245

If you're unable to recover your account, kindly reach out to Xbox Support:

1. Visit the Xbox Support website: https://support.xbox.com/en-US/contact-us/
2. Click on the "Contact Us" button on the right of the screen.
3. Select the issue you need help with and click on the "Next" option.
4. Sign in to your Microsoft account.
5. Follow the prompts to connect to a live chat agent.

Kind Regards,
Darhlene

I reallyt dont understand why i can not be allowed to access my account when i have the credit card details and the cosole ID number and all of the other releavant details, i have my email address and my login password and for no apparent reason , microsoft has locked me out for suspicous activity , and the only way i can get back in is by accessing my email account, but as i have stated , this account has been cancelled as its an old email i signed up with years ago.

I do not understand why there is no way to access my account that i pay the monthly bill for ?

it would seem the only recourse you are giving me is to cancel my microsoft accounts through my bank.

Is this what you are telling me to do ??????

Dean

Surely there must be a way to recover it seeing as its the account that i use to pay for with my credit card ??? i have all the info they need , i just need to change the email.

My son is so worried that he is going to loose all of his game saves and progress ?

i can only make one recovery attempt per 24 hours

Dean

Hello Dean Clark2,

Thank you for sharing your concern here in Xbox Community Forum and we hope that all is well.

We can hardly imagine the amount of time and effort you should have invested in trying to recover your Microsoft account on several occasions. The account recovery process was established and designed intended to protect your account and content. This can be done only by the account owner, through providing the needed information asked in order to verify ownership of the account.

Before we go any further, we would like to set your proper expectations that Microsoft accounts are fully managed and handled by an automated server and we don't have manual access to it because Microsoft really takes our security and privacy very seriously. This means that our support agents and advocates can't do more than you can do for yourself with the account recovery form. They do not have the ability to send password reset links or provide other ways to access or change account details.

We understand that this is an urgent matter that requires immediate attention. If seeking help by scheduling a callback does not help in your end, we have the Microsoft Account Sign in helper tool that can assist us through account recovery journey. You can have the option to contact our live support channel in that tool. Make sure to select the correct option from this list and follow the instructions exactly. This has helped many account holders recover their account. We hope this helps you too! You can use the steps below for your reference:

• Click on the Microsoft Account Sign-in Helper Tool.
  
• Under Select how you normally sign in, select an option and enter your details. You can click on email address and type in the email address.
  
• In the next button under Select continue below to see password reset and account recovery options, click Continue.
  
• Select an option that describe your issue under Please select an option. (choose Account Hacked in your case).
  
• On the next button, under Please select the reason why you think your account has been hacked, you can choose like Password stops working.
  
• Next button will ask you Are you sure your username is correct, click Yes.
  
• The next question will ask you Were you able to recover the account? there will be options presented and you can select like No access to phone/email. Please read the important notes before you proceed to the next instructions.
  
• Under The next steps will show some essential guidance notes for using the form, click Continue. Read every detail before you proceed to the next steps.
  
• Follow the next steps until you have fill out the Microsoft account recovery form and submit it.
  
• Under Were you able to submit the recovery form, select Yes.
  
• After submitting the form, you'll receive a confirmation email and receive feedback from Microsoft's automated system about the status of your account recovery within 24-48 hours. Please do not submit another form until you have heard back on the last submission. If you don't hear back in a few days, check your Junk or Spam folders.
  
• If you are not able to recover your account this way, please note the account recovery Issue ID provided in the email, and then contact support by selecting the Chat icon on page of Microsoft account sign-in helper tool.
  

For your reference, see:

• Help with the Microsoft Account Recovery Form
  
• Account Recovery unsuccessful
  

We are hoping for your understanding and patience as you go along with the process.

Sincerely,



Microsoft Community Moderator

I understand. The recovery attempts can be done twice per day.

The account ownership verification does not only ask for credit card information or proof of purchases but it involves other information which you must provide because that's how they designed it for security purposes. You could try to talk to Xbox Support for further assistance. Let me know if you were able to get in touch with them.