Permanently locked hacked account

SebastianHWS · Feb 9, 2025

Hello,

About a year ago my main account was hacked. I wrote to support but they couldn't get access back. After some time I decided to try to reset password again. It worked, but I couldn't log in because support blocked the account permanently. Is there anything I can do about this? I had purchased apps on that account.

:)

Faline C

Hello SebastianHWS,

That’s really frustrating, especially since you’ve already tried resetting your password. If the account is still locked, I’d recommend starting with the Microsoft Account Recovery page (https://account.live.com/acsr) to see if you can regain access. They often have steps to help you recover accounts that were hacked or locked.

Since you have purchased apps on the account, it's definitely worth trying everything you can to recover it. If the recovery page doesn’t work, sometimes submitting a form through that page to verify your identity might help.

Also, see the responses from Zachary.W in this thread for additional support:

https://answers.microsoft.com/en-us/outlook_com...

Hopefully, you can get back in soon! If you have any other questions, let me know!

Note: Just a friendly reminder that this is a public forum, I will try to get back to you as soon as possible.

Gewgaw

Take it from me, if you report it, it could end up being worse than the hack. I got my account PERMANENTLY locked because they decided I wasn't the real owner of the account... now I lose ALL my MS points, and I can't access any DLC if I create a new account
(which was their advice to me... jeez).

Samuelkru

my account has been locked for more than 3 days does that mean its permanently locked

The Viral Cyrix

You cant. Purchased content is locked to the purchasing account permanently

Georges C.

Hello again, in this case you should contact Xbox Customer Service via chat 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

Here in the community we are independent consultants, so we do not have access to the same information and tools that support has.

Each account recovery case is unique, and if you request the ATO, you must wait for a response from Microsoft's investigation department.

Permanently locked hacked account