Password recovery issue

Jzed Micro · Dec 18, 2022

I have an issue logging into a microsoft account that's used for my Xbox games. I know both the gmail used and the gamertag of the account, but have forgotten my password, unfortunately i had used my phone number as the identity verification method that needs to be used before you can be sent a password reset, and this phone number is no longer in use. Trying to reset the password only defaults to the old phone number, i no longer get an option to instead use an alternate email, i would like some help with this. I cannot get rid of the old phone number without logging into my account, and i can't log into my account because the only way to reset my password is to use the old phone number. Is there any way i can make it give me the option to use an email instead of the phone number?

Edit: I would also like to point out, i am STILL logged into this account on the XBOX app on my desktop, however i need to redo my login because the game i play requires it, which leads me to my current problem.

:)

Georges C.

Hello again, you will have to contact support at office hours, choose some subject related to your account, when you are attended by an agent explain the situation and would like to make the Account Takeover.

Georges C.

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

My name is welcome to the community.

Hello Jzed, if you no longer have the security phone number to receive the message with the security number, have you tried clicking on the "I don't have this info" option when the security information you have on your account appears?

Jzed Micro

Could you walk me through on how to request the ATO? I don't see such an option within the available ones on the link you provided.

Jzed Micro

Yes, i have. However that option just leads into the 'recover my account' form. I've attempted to use this option a few times but beyond my first and last name i have no idea what information i've input when i created the account, hence all of my attempts have been declined.

Georges C.

Hello again Jzed, unfortunately if clicking on this option takes you to the account recovery form, you will have to try to recover through it.

The other option would be to 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 the 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

Password recovery issue