My minecraft account was hacked and said to be suspended by the higher escalation team but...

Hello Koen de Regt,

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



We are sorry to hear what happened with your Microsoft account from being hacked until it was permanently suspended. We know how much time and effort you have invested for your account.

When an account is permanently suspended, due to some fraudulent activity like unauthorized access to the account, to prevent further damage, that account will be blocked and cannot be used anymore. It will become inactive until it will be permanently closed. That would mean, either the hacker or the owner of the account cannot access the account anymore. To get back using Microsoft services and products, you need to create a new Microsoft account. What we can suggest here in community forum, is to create a more secure Microsoft account. For your reference on how to make a Microsoft account more secure, see the links below:

• How to help keep your Microsoft account safe and secure - Microsoft Support
  

Thank you for your understanding on dealing with this sensitive matter.

Sincerely,



Xbox Forum Moderator

Microsoft Community

Why would Microsoft suspend the account if it's proven that the person owns it? I don't get why agents can't access your info even if you've given consent. Also, why should people even contact support if they'll simply say they won't do anything and permanently disable the account? Especially with games like Minecraft, it's basically taking away 30 dollars and years of the victim's life. This is a very widespread issue and I don't see how Microsoft hasn't noticed it yet.

I have a similar problem. My wife's email account was hacked. She had to create a new email account but she's still waiting for the escalation team to get in touch. She was told once the escalation team finish then my gamertag and all information for my account can be moved to the new email address. I'm unable to sign in until its resolved. They said 24 - 72hrs so hopefully soon

The case had been escalated to be investigated by the account recovery team, and one of their members informed me that that while they could prove my account had been hacked, due to security information being changed they would have to suspend the account.

I have tried to contact them multiple times since then via the email they used to message me, but they have not replied yet.

Hi Theo!

Sorry to hear about what happened. I recommend that you reply back to the escalation team regarding your account suspension. If they suspend it, the hacker shouldn't be able to sign in your account to any Microsoft services including Xbox and its games.

If you believe that someone is still playing on your Minecraft account, try to check it with the Minecraft team by sending them a ticket through https://help.minecraft.net/hc/en-us/request/new