My sons xbox account got hacked and email has been changed. How does he get his account back?

Hello LilChaosMarie,

Thank you for posting on the Xbox forums. We understand that your son's email address to his Microsoft account has been changed without authorization. We have a support article that explains

how to manage a compromised account. If you still require assistance after using the steps in this article, we recommend
requesting a call back or chatting with a live agent for additional support. Be sure to let us know the results
LilChaosMarie!

How to recover a hacked or compromised Microsoft account

How to recover a hacked or compromised Microsoft account
Applies to: Microsoft account

What does this guided walk-through do?

Provides steps to help you take back control of your Microsoft account.

How does it work?

We'll begin by asking you questions about the issue you're experiencing. Next, we’ll take you through a series of troubleshooting steps that are specific to your situation.

1

Reasons to think your account has been hacked

There are two reasons you might think your account has been hacked.

• You may have received a message from Microsoft that says, “Help us secure your account”. That means we have seen some activity on your account that is out of the ordinary enough for us to take measures to lock down your account until you can take action.
• You have seen activity such as unauthorized charges, spam being sent to your contact list, unrecognized names in your file sharing, etc.

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 He cannot use the recover password as the email is no longer valid on the account.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?

Srry i can help with this mess! The console was not hacked into, the account was. With (Xbox One) if someone is downloading content with ur sons account , games or dlc will download in background as soon as he signs into his xbox. It will be shown under
my games and apps section. Its basically your download history section, like xbox 360 has.

I do believe u ur son was hacked but not his xbox but his account was. They are probably using the My home xbox setting, its new to xbox . As long as u change it back to ur xbox as home, the hacker wont be able to play these games. But u wont be getting
ur money back in any case , srry for your problem cause i was too ive been hacked before so i know how this works. And about being hacked he probably signed into a fake site n signed in with his xbox live info, and thats most likely how he got hacked.

I saw in my family account that my sons Alfreds email suddenly has another strange email, it has been hacked.

So now when he tries to create a new pin we cant change account and login to ours. Can you somehow solve this?

We cant change from the strange email we dont recognize. He cant login into his computer anymore.