My son's Xbox account was compromised

Bethbehland · Jan 16, 2020

My son's xbox was compromised and the hackers changed the security settings and we weren't able to change them back for 30 days. We finally got customer service to suspend the account (after the hackers charged to our account), but now customer service
is saying the account is indefinitely suspended. Our question is how can we get the games that we have invested in back? We already lost almost $60 to the hackers, now Microsoft is taking hundreds of dollars of investment into the games. We have contacted
customer service several times, and they keep telling us to do the same things that didn't work over and over again. I'm at my wits end. I will say that he had the same issue with Playstation and they fixed it the same day. The account was hacked almost
a month ago.

:)

ArminatorX

What exactly is the customer telling you to do that doesn't work? Just so we don't recommend to do the same things.

Are you at least able to sign into the account on
https://account.live.com/Proofs/Manage?

Have you already tried to recover the kid's Microsoft Account?

At what part are you stuck and what have you tried already (please explain as detailed as possible WITHOUT telling us private information like logins and passwords and the likes!!!)?

NeoDan123

The steps to follow in getting back into your account is listed in the link below.

https://support.xbox.com/en-ZA/my-account/security/compromised-account-solution

Unfortunately we in the forums will not be able to assist in checking/changing any of the settings of your account on the system, as we do not have the access to that.

WPAK

In addition to what is posted, this is the same link as posted by NeoDan123 but this one should automatically change to your account region and when needed the region specific contact details:

https://support.xbox.com/my-account/security/compromised-account-solution

That link has all the steps to take, up to contact Xbox Support via Phone (or Chat)

T3chnlgydude

Hi There

So sorry to hear what you are going through

I would also suggest contacting support(link below). I recommend using the live chat feature or request a call as you will be directly connected to a support agent.

Please let us know how it goes

https://beta.support.xbox.com/contact-us

Bethbehland

Microsoft support has told us to do the same form that we have done several times and we keep getting the same response that the account is indefinitely locked even though the guy who locked it said we would be able to unlock it whenever. The guy we talked
to before that locked the account also ended the support case after he locked it.

My son's Xbox account was compromised