My kid's account is in limbo

WaveMotionGun21 · May 30, 2018

My son's account (gamertag EpicSniper0) was subject to a permanent suspension on 4/27, but following their case review, the XBLPET overturned that decision and lifted the suspension on 5/1. However, since that date, he still can't
sign in on any console; it says that his suspension is still active. When we log in to the enforcement website, though, it says his account is clean, and when we look at his enforcement history, it confirms that his suspension was overturned. Clearly, there's
a disconnect somewhere, but with his case review completed, there's no way for us to communicate with the enforcement team anymore--you can only talk to them if you have an active case.

My kiddo has a lot of spending money and gifts from grandparents tied to purchases on this account and we would love to regain access. Ideas? Help, please!

:)

Chae247 · May 30, 2018

My kid's account is in limbo

Hey there!

First, a few things to try is to go to account.microsoft.com and change the password on his account. Also be sure you then go to security info on the same website and update the security information to show there are two confirmed
security methods. Once done, remove his profile from the console and power cycle the system. While it is doing this sign out of his account on all other devices. Add his profile back and see if they can now access the account.

If for some reason they are not able to I would give Xbox Support a call at 1-800-4MY-XBOX or try speaking with a chat agent https://support.microsoft.com/en-us/contactus/

jackchauhan1987 · May 30, 2018

My kid's account is in limbo

exactly same here! Gamer tag fifilafanni overturned case and yet still no access to my account and I can’t contact enforcement team. Have you had any luck yet?

Chae247

Hey there!

First, a few things to try is to go to account.microsoft.com and change the password on his account. Also be sure you then go to security info on the same website and update the security information to show there are two confirmed
security methods. Once done, remove his profile from the console and power cycle the system. While it is doing this sign out of his account on all other devices. Add his profile back and see if they can now access the account.

If for some reason they are not able to I would give Xbox Support a call at 1-800-4MY-XBOX or try speaking with a chat agent https://support.microsoft.com/en-us/contactus/

jackchauhan1987

exactly same here! Gamer tag fifilafanni overturned case and yet still no access to my account and I can’t contact enforcement team. Have you had any luck yet?

jackchauhan1987

Make sure the correct account is logged on the console and see if it still suspended, if nothing still works try to reach the Xbox technical team and see if its a device issue rather then account banned.

I’ve contacted them in regards to my account and they are no use whatsoever

JerrminRangwani

Make sure the correct account is logged on the console and see if it still suspended, if nothing still works try to reach the Xbox technical team and see if its a device issue rather then account banned.

WaveMotionGun21

Yes, I can sign in to his account on the microsoft/xbox website. When I do, it says his account is all clear, and I can go to his enforcement history and confirm that they said that they would lift his suspension. We have 2 consoles in our home, and they
work fine for myself and my other child, but both still indicate that my son's suspension is active.

I have tried the power-down cycle several times, with his account removed from the console, but I'm afraid that when we try to sign him in, there's no change.

I also spent around 90 minutes on the phone with xbox support, and they were mildly helpful in that they could tell me that from what they were seeing, his suspension is still active. However, they couldn't do anything about it, which didn't surprise me
since it's a function of the XBLPET, but they are also incapable of providing me a way to message the enforcement team to ask that they finish reinstating my son's account. Here are some screenshots showing my son's account status when logged in to the xbox
enforcement website:

[IMG]

My kid's account is in limbo