No access to primary account email

JH2241 · Jul 29, 2020

Hi all,

Recently (the last few months) i have no been able to use my main account on xbox.

The reason for this is that it was set up on my mothers email address when i was younger on the xbox 360. Later, when i got an Xbox One the account was transferred over to that console and i played on that for a few years. Recently I have been asked to sign
in to the email address associated with the account.

Now enter my predicament. My mother does not have access to this email account anymore. She cannot remember the password. As well as this she has had multiple phone and phone number replacements (personal reasoning shall not be disclosed). And the backup
email account no longer exists as it was her work account for a company that she no longer works for.

So lets review, No password, No corresponding phone number and no backup email account.

But we do know the answers to the security questions

Current safety features mean that even if we correctly guessed the password a verification email would be sent to the email account that is now dormant in that no one would be able to confirm that it is the owner.

I am aware how this sounds like a scam. But i would rather not have to let go of a seven year old account.

There are no bank accounts or anything really of value except the xbox account left on this email address as any banks were able to transfer the email addresses over to a new one after confirming identification.

Is there anyway that i could get back into this account? Or at least transfer the xbox account over to my email address?

:)

RainingRoses

Hi JH2241

The only way to recover an account is to fill in the recovery form at: https://account.live.com/acsr

I understand and appreciate you may feel you’re going round in circles with this. I was in a similar situation with my account a little while ago.

If you know the account information, you should be able to recover and reset your account.

I understand that you no longer have access to some of the contact information associated with the account. When filling out the form, you can use an email address, which you can choose, to verify it’s you and get your account recovered.

Try to answer as many questions as possible, even if you think they’re wrong - an answer is better than no answer at all. The more information you fill out correctly, the more chance you have getting back into your account.

After completing the form, you should get a response from the account recovery team, within 1-2 days. If the verification was successful, you’ll recieve instructions to reset your account.

https://support.microsoft.com/en-in/help/17875/microsoft-account-reset-or-recover-password

To prevent this issue in the future, I’d suggest getting an account recovery code on the account. It’s 25 characters long and can be used to verify and enable you to regain access.

Hope this helps, let us know if this gets sorted for you,

If you have any further questions, I’m happy to help 😊

AridLizard

if the primary email address is a Microsoft account (Outlook, Live, Hotmail) it can't be removed as this will close the email account permanently and it will no longer be accessible.

DavidDiGirolamo

I can interpret what you are saying several different ways. Please let me know which one is correct:

Interpretation A: Games are linked to the email address it was purchased under, meaning the ‘then’ primary alias of the Microsoft Account, but not the Microsoft Account itself. But, If that email is no longer the primary alias, the games will be linked through the new primary alias email.

Interpretation B: Games are linked to the Microsoft Account and can be accessed by the aliases on the Microsoft Account.

MichaelMarcus3

Thank you. That was helpful.

dempup

Hey MichaelMarcus3.

Thank you for reaching out to the forum. Yes, that is possible. Here is a guide to Change email
sign in for microsoft account.

Hope that solves your issue.

No access to primary account email