Recovering an account that had its contact info changed

Hi, I hope you're doing great out there.

I'm Wille, an Independent advisor and I am here to help you with your concern.

I'm sorry you're having this issue, as I understand your concerns about the privacy of your account and how annoying not being able to access it can be. Situations where our email account with personal information, contacts, messages and even our documents are really involved are a little more delicate.

You will not be able to fill out the ACSR form as the Hacker changed your account alias and removed it. When the hacker manages to change the password, and the account alias, it is because he also has access to security information, as well as, cell phone, alternative email that you yourself registered in your account.

Unfortunately, when the hacker manages to change the account's security information, the account is hardly recoverable. That's why it's very important to keep your security info up to date and use different passwords across all platforms.

Even if you create the account with the same domain as before, you will not be able to view your games, subscriptions and emails, as it is a new account.

I'm a user like you and there's not much I can do in the community as visibility is public. Contact MSA Support and see if you can follow the Account Control Process (ATO), investigation is done on a case-by-case basis.

https://answers.microsoft.com/en-us/xbox/forum/...

Hoping that everything works out for the best.

I hope I helped you. Hugs!

Hi Arngrímur, my name is Courtney and I would be happy to help.

Could you give me more details about the problem you are having? I understand that your account email was changed, but someone stole it and changed the email or was it just you, and you don't have access to the new email?

The only solution to recover access to an account in this condition is through the account recovery form. If for some reason you cannot fill out the form, unfortunately the account cannot be recovered.

Form: https://account.live.com/acsr

Please note that support cannot help in this type of case since they are not authorized, the only alternative/solution is through the account recovery form.

I hope you understand, I wish you good luck.

Best regards,
Courtney.

You might want to post in the managing my xbox account forum and contact xbox directly to make sure your personal info is not at risk. If you had credit card attached to the account you might want to contact them too just in case someone had gotten access
to your account and recovered it.

And this is why you should always keep your contact and account info upto date

Should.be noted when recovering sn account they are looking for the original info.not later changes which is where most people make their mistake on

Hi There.

Thank you for reaching out;

I suggest first to try reset the account password https://account.live.com/password/reset. If you find that the security info were changed or If it still
says that the account does not exist, Please try to recover the account using the recovery form https://account.live.com/acsr --
This form relies on providing info about your son's account. If that failed too.

Please contact
Xbox Support to help you recover your son's account.