Our Microsoft account was hacked and taken over and we no longer have access to our account.

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello Kymbee, I'm sorry about what happened to your account, however in this case you should contact Xbox Customer Service and request an ATO (Account Takeover), this is because this forum is public viewing and unfortunately as independent consultants we do not have access there is some data and procedures that Xbox Support has.

However, ATO is a similar procedure to the online form, but done by a Microsoft agent, it will need as much information as possible for you to do the procedure.

https://support.xbox.com/en-US/contact-us

Did your son download any Minecraft mods, cyber analysis here I do not work for Microsoft. If the email to the account turned into an .RU it’s going to very very difficult to recover the account, this is very common in the Minecraft community once the security information is changed the account security team will most likely suspend the account to prevent any other information getting stolen.

To get in contact with a support agent in a web chat perspective

Go to contact us



choose: subscription and billing

I don’t recognize a charge

Then in the describe issue box put charges

And then explain the issue towards them since your sons account is stolen

They should be able to help you.

Thanks George's C, I really appreciate your response and advise, it's a violating and upsetting experience. I'll contact Xbox support. But I find it's difficult to actually receive a direct answer, I'm always given the option of drop down boxes that end up giving me links to information I don't need, that's why I used this forum. Unless I'm asking the wrong questions in the wrong places??Hopefully I will find this different and receive some help. But thank you so much for taking the time to reply.

Hi Brandon!

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.

If you no longer have access to your account security information, you will have to select "I don't have any of these" and it may redirect you to the account recovery form here https://account.live.com/acsr. Please fill out the information being asked there as accurate as possible for you to get back access to your account. If you still know your account password, it may only ask you to add a new security information which will be updated after 30 days.

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

Hi there!

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.

If you've already contacted Microsoft Support and told you that they have indefinitely closed your account, I am afraid that we can only do so much about it.

If you think someone is still using it, for sure they will lose access to the account over time.