Recovering a gamertag when the automated system can't

PalidinoDH · May 7, 2020

So I have an old account that was hacked many years ago back during the 360 era, and I wanted to try recovering it. Using the automated system didn't get me anywhere, and live chat is unable to do anything password reset related except link you to the form.

I'm looking to find out if I can provide a real person other information I have that the automated system never asks for. I'd gladly take a picture of my driver's license for example, which would match up to both the name the account is registered to and
likely a credit card that has been used on the account or at least matches the last name (I can't remember if I ever used my own credit card on the account or if my mom only ever did for me back then). I'm sure I could get a picture of my mom's license to
prove that credit card match.

I just found my old 360 from cleaning out my basement and have the console id that was used to play on probably 90% of the account's history, if Xbox accounts have addresses saved on them I can provide the address the account is/was on before the hacker
changed it, I know the original email the account was registered under for years before it was hacked and changed, I know a few friend's gamertags on the account's friend list (if this isn't public info and if the hacker didn't remove everyone), etc.

What I don't know is my old passwords before it was hacked or the credit card numbers I used probably 6+ years ago. It seems these are 2 important bits for the automated system to accept the reset, and I can't answer them. It was someone spiteful online
unrelated to Xbox who hacked my email and then hacked my Xbox account and changed info such as the email linked to it, so I doubt the account has really been touched since the email was changed all those years ago.

:)

PalidinoDH

As I mentioned early on, I talked to live chat and was literally told that if I can't recover my account through the automated form, that I can't recover the account. I'm trying to find someone who can use info like a picture of my driver's license for
identity confirmation and matching to the account's name and credit cards used, the address listed on the account, etc, to at least consider I'm the owner of the account where the automated system can't.

XBF Steven R

Hey there PalidinoDH,

Thanks for reaching out to the Forums for advice on how to deal with this situation. I can totally understand how this could be pretty frustrating. The thing is if they had changed your sign in information or something, the only people that
would be able to do anything about it would be customer support. No one here has the tools to help you recover your account through a driver's license or any picture form of identification.

Hope this was informative.

Thanks for reading!

AridLizard

go to https://beta.support.xbox.com/help/account-profile/manage-account/compromised-account-solution

that should guide you through recovering your account

you can also click the Contact us button on that page

select Family and online safety

select I want to protect my account

skip the notification

scroll to the bottom of the options and select Request a call or Chat online

you will need to sign in for this so create a new outlook account just to contact Support.

when they call back you can explain the situation

Coltrane19

The enforcement team doesn't monitor these forums. You'll either have to pay the $10 to change it, or make a new account.

That being said.....this is the funniest gamertag I have ever seen...I can't believe the automated system allowed it. Lol

Nielo TM

We've already lost countess amount to automation. People just blame the immigrants and outsourcing but the real culprit has always been automation. And this recession is driving automation. when the economy does recover, some people will find their post
has been replaced by a machine

Recovering a gamertag when the automated system can't