Problems to access account

Hello and thanks for getting in touch. I'm Aileen, and I'm here to provide you advice as an Independent Advisor. Please be reminded that I cannot access or modify your account because this is a public forum.

I hear you, Darren — it’s incredibly difficult to be locked out of an account, especially knowing how much it means to your son. You’ve clearly done everything you can from your end, and I want to make sure you don’t have to keep going in circles.

Since you already have a support case number (SIR21284976), here’s what I suggest as your next best step:

1. Search for the original support response email

Look for any emails from Microsoft or Xbox Support related to your case

Be sure to check your Spam or Junk folders — it’s possible the reply was sent but filtered out

If you find the email, reply directly to that thread — even if it’s a no-reply address, it may route back into the system correctly when tied to an open case

This keeps your communication tied to your existing case and prevents starting over with a new agent.

2. If you didn’t receive a response at all

It may be worth contacting Xbox Support again with the same case number:

Visit: https://support.xbox.com/contact-us

Select “I can’t sign in” > “Recover my account” > “Talk to a person”

Share the reference number (SIR21284976) with the agent and ask for a status update on your escalation

Let them know your son can’t access his games, that this is impacting his routine, and that billing is ongoing despite being locked out.

3. Use the ACSR form if needed again

If support tells you the case is closed or can’t be escalated further, you may still try again using the Account Recovery form:

https://account.live.com/acsr

Make sure to fill out everything you remember, and always use the same device and internet connection linked to the original account.

4. Pause billing while recovery is ongoing

If you’re unable to access the account to cancel the subscription, you can contact your payment provider to stop future Game Pass charges until this is resolved.

You’re not alone in this, Darren. I truly hope this brings you closer to getting access back for your son. I’ll be here if you need help reviewing any replies you receive or preparing a message for support.

You should have been able to do a password reset on your account to reclaim it.

I see Mr Dairy Cow 97 last accessed the xbox on 1/7/12 was that you who did?

As long as you remember the details to access the account you will have no problem accessing it in 2015

I had a problem with people having access to my account so I put a pass code on it to insure that my account was not accessible.

the problem must be play or try to play from your account or without accessing an account, try to access your account or open one for it, since services and games can be shared