My son's account has the email and password changed, tried online recover but no luck for now

Hello AndrewMsPD,



Greetings!



Thank you for posting in Microsoft Community.



Based on the description, the security information of your child's account was changed which the responsible owner did not initiate and when signing in the account, you will get an error message saying the account did not exist. Let us check and see on what we can do to help resolve your concern in a timely manner.

It is possible that the account was changed, or an alias was added to it and consequently changed the security information. That is why we you sign in the account; you will get an error "account does not exist". If the changes were not initiated by the owner, then we can say that the culprit of changes was the hacker. It is possible that your account was hacked and taken over the account. Issues like this is best address to the dedicated support team which is our live support channel. We will help you how to reach there.

To connect to our accounts and billings department for MSA issues, follow the following:

• Click on this link: Contact - Microsoft Support
  
• Search for billing
  
• At the bottom, click Contact support
  
• From the menu, select Microsoft 365 and Office - Billing and Payment Updates
  
• Click Confirm
  
• Then click Chat with a support agent in your web browser
  

NOTE:

• Please sign in to your Microsoft account so that you can schedule your call later in the day or chat immediately with an available Office support representative.
  

We are positive that you’ll get more relevant information and best resolution to your concern.

Sincerely,

"Unplug the console"

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Haha.

Delete the account, then use your current email and password to recover it. Then , try changing the password (If that doesnt work , email swapping won't)

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Keep us updated

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Good Luck

My son has had the same thing happen to him. His account has been hacked in the early hours of the morning and he has woken to a series of changes on his account. His account email address has been changed ( so technically he has no account), passwords reset, family deleted and all his security changed. He cannot use the recover password as the email is no longer valid on the account. We cannot contact customer services either as its all fully automated and there is no option for our situation? Have you managed to get anywhere yet?

Already tried the steps from that link. It does NOTHING because I can't recover my password since the EMAIL has been changed as well.

Hi tan##,

If you changed your email due to forgetting the password, Microsoft may be able to help you out if you call support or use the lost password option on the login and are able to provide any billing details and past passwords to verify. They may be able to
recover it for you.

If you had changed emails due to the original being someone elses email, those games are permanently tied to that email and cannot be recovered to your new account.

Good luck!