My sons account looks like it has been hacked by ty****@ramblers.ru we have tried four...

Hey Geneviève

Thank you so much for taking the time to post this on the Xbox Forums. We understand that you are currently unable to recover your sons account.

Normally we would encourage you to follow the
Compromised Account Solution wizard, however, considering the gravity of the situation and how far along this has gotten I would instead recommend that you Contact

Xbox Customer Support as they will be better equipped to help you in this situation.

Its worth noting that if you can fill out the
Account Self Recovery request form, prior to reaching out to support, might give you an edge here.

You can follow these steps to get ahold of an agent:

Log into Support.Xbox.com

• Step 1: Scroll down, and select Support at the bottom left hand side under
  Xbox.
• Step 2: At the bottom of the page, click on
  Contact Us
• Step 3 : Select Xbox One then See other options
• Step 4 : Select your Issue –
  How to protect your account
  • Select - Show contact options
  • Select –
    Request a call from Support

I hope this was of some help to you.

> Why are Microsoft unable to send recovery details to the email address associated with the account?

Because that email address is no longer associated with the account.

> Also if it can’t be recovered how do I cancel the Xbox Live subscription

Microsoft can only assist with billing queries if you have access to the account. You'll need to contact your bank or financial institution to cancel the charges. If you pay with card I'd suggest cancelling the card too.

Please reach back if you have further questions.

Hi RobBell6. My name is Kyle and I'm an independent advisor.

When an account gets hacked, you must act fast to increase your chances of recovering it. Since the account's email has been changed, I'm afraid it will no longer be possible to recover the account. I apologise for any inconvenience caused by this.

For future reference, here are some tips to keep your account safe and secure: https://support.microsoft.com/account-billing/628538c2-7006-33bb-5ef4-c917657362b9

Why are Microsoft unable to send recovery details to the email address associated with the account?

Also if it can’t be recovered how do I cancel the Xbox Live subscription because I can’t cancel it via the Xbox or accessing the account

Thanks for everyone's replies we think the console may have been hacked as the it's the console banned and not his account? It looks like the bairns has to wait it out