Need help with Microsoft accounts

Sorry, but there's not anything we can do for you in that situation. You should have an option to try resetting the password for the email, but unless you remember your passwords, there's nothing that can be done.

Sorry to hear it. If you cannot log in to commerce.microsoft.com then please give phone support a call as only they can assist with billing or account specific issues.

If you live in North America dial 1-800-469-9269

Hi Graham! My name is Darhyl and I’d be more than happy to help you with your query.

I'm sorry your son is experiencing this with his Microsoft account being compromised.

From the official Microsoft article: https://support.microsoft.com/en-us...-account-24ca907d-bcdf-a44b-4656-47f0cd89c245 Kindly try to follow the instructions in the interactive tool in order to recover your son's account.

If the steps above didn't work, you will need to reach out to Microsoft Xbox Support for further escalations as they have the tools and resources to properly investigate this case.

According to Microsoft Agent | Moderator, XBF Brad A and Xbox Ambassador, CosmicCraze:

https://answers.microsoft.com/en-us...-support/988332e4-631f-457c-8bc8-210e7a19be37 and https://answers.microsoft.com/en-us...ive-chat/b75d470e-8c19-4399-bcc9-e6e0bc2ec2fd

Here's how to contact Xbox Support:

"Chat Support:

> Visit the Xbox Support website: https://support.xbox.com/en-US/contact-us/
> Click on the "Contact Us" button in the right of the screen.
> Select the issue you need help with and click on the "Next" option.
> Sign in to your Microsoft account.
> Follow the prompts to connect to a live chat agent.

For Callback Support:

> Select Xbox One
> Select See more options then subscription changes
> Select Show Contact options
> Select Request a call from support

Once they call explain the issue and they will be able to help you. Note that these options regularly change so just keep selecting something that gives a request for a call from support as a contact option.

If you're unable to contact them, try again at a later time."

Thank you for your kindness and understanding! Please feel free to let me know if you need anything else.

Best Regards,
Darhyl

It may be possible to get access to this account again - it all depends if you can provide enough information to support. To regain access you need to call Xbox Live support. All being well, they should ask you a number of security questions to prove you
are the owner of the account.

Be aware that this is by no means a quick service. It may take up to 30 days.

Hi Obliteus!

Sorry to hear about what happened. This is clearly not the situation I want you to be in. Just to set your expectation, due to our account safety and security, only us the account owners have the ability to recover our accounts and verify their ownership. Even a Microsoft Support cannot recover our accounts on our behalf because they're protected by the security information we have setup on our accounts which we only have access to.

Since your email address was replaced already, you cannot use your own email address to recover your account. You must know the current email address of your account which must be the hacker’s email address to start the account recovery process. Without it, you cannot start the recovery process because it's the primary key of your account.

I suggest to check again your email history or mailboxes (inbox, spam/junk folder) to find traces of the new email address that's currently linked to your original account. If the account was added to an Xbox console, it would be best to check it from there too.

If you knew the current email, you may try to reset the account password through https://account.live.com/pw
***Make sure to sign out any account signed in to https://account.microsoft.com website before starting an account recovery.
***Use the hacker's email as the account you're trying to get back into.

If it doesn’t work, try to fill out the account recovery form on https://account.live.com/acsr
***Use the hacker's email as the account you're trying to get back into.

You may also use the Microsoft’s interactive tool here https://support.microsoft.com/account-billing/h...