No access to Xbox Live Profile, no reaction from Microsoft and Xbox Support

Black Mamba_1 · Aug 13, 2021

Dear community,

I have a serious issue and I hope someone out there could help me out.

Around the beginning of May this year, my private mail account has been hacked. This e-mail was connected to my Microsoft account and thus to my Xbox Live profile. When I noticed the issue, I erased this compromised mail address from everywhere I used it. I wanted to proceed this way also for my Microsoft account and Xbox Live profile, but I couldn't sign in anymore, because my password I had always used wasn't accepted anymore suddenly. I required a new password, but that didn't work out for some reason, they required information such as the name of a very old Skype account I hadn't used in years etc.

I erased the compromised mail address completely and meanwhile I have created a new Microsoft account and I wish to connect this new account with my old Xbox Live profile. The problem is, I don't manage to reach someone at Microsoft or Xbox Support in person, not by phone, not by mail whatsoever. At the beginning of this week, I had a live chat session with someone from the Xbox Support. I explained the issue and I was asked to give several information such as my postal address but also IP address of my Xbox console etc. I submitted all the information and it was confirmed that it's sufficient. The contact from Xbox Support let me know he will send it to the department in charge, and within three days it should all be done.

Today I received an E-Mail from the Xbox Support stating that the information I provided wasn't enough. Nothing more, no justification whatsoever. I must say I'm really desperate and I don't know what to do anymore. All I wish is that my new Microsoft Account is linked to my original Xbox Live profile. This profile contains widely developed save games and games I had bought via Microsoft Store and I can only reach all of this with my profile. Please, if anyone has an idea what I can do, I'd be so thankful if you let me know!

:)

SammyVS

Unfortunately I don't have any others to recommend, mate

Black Mamba_1

Thank you, yes, I tried that. It doesn't work though, password reset requires the original e-mail address of my account and that one is, like I said, no longer in use. When I type it in, I also get the notification that there's no Microsoft account with that mail address.

SammyVS

Put the old email in, that was the email registered in the Microsoft account anyway. Before filling out the recovery form, did you try to reset your account password?

Black Mamba_1

Hi there, thanks for the fast answer and providing me with the recovery form.

I will try it this way, but I have a question on that: The recovery form demands the mail address of the account I want to recover. This would be my old private mail address, but it's no longer connected to my Microsoft account since it was changed after the hacking into another address. So what am I supposed to fill in there?

Thank you!

SammyVS

You're welcome, mate. Thank you for your time and patience. And I am very sorry for not having given you a better solution for this, unfortunately, as an independent agent, I am limited in these issues.

No access to Xbox Live Profile, no reaction from Microsoft and Xbox Support