Recovering an account that had its contact info changed

Discus and support Recovering an account that had its contact info changed in XBoX Accessibility to solve the problem; All right, stupid question time, because someone has had a bad day. I had a Microsoft account with the email address of, let's say, "A" and an... Discussion in 'XBoX Accessibility' started by Kurt WarnerCJ, May 2, 2023.

  1. Recovering an account that had its contact info changed


    All right, stupid question time, because someone has had a bad day.

    I had a Microsoft account with the email address of, let's say, "A" and an associated phone number of "B". Today I got emails in succession that a new email address had been added, "C", which I did *not* do, and then more messages that "A" and "B" had been removed from my account. So...I can't get into that account anymore. Yes, bad day.

    When I start the Microsoft Account Sign-in Helper, it asks me for my email address, I enter "A" -- and it tells me "We have detected that the security information in your account has been changed. You should still be able to sign in, but you cannot change your account security settings." Which is fine. This leads me to the account recovery form, where I enter email address "A" and it tells me "The Microsoft account you've entered does not exist." I don't know how to recover the account when my email has been detached from it and all the automated paths on the website take me to the same account recovery form that doesn't work.

    Any help or suggestions would be welcome. Again. Bad day.

    :)
     
    Kurt WarnerCJ, May 2, 2023
    #1
  2. Wille M. Win User

    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!
  3. Courtney Todd Win User

    Can i recover an account that had its email changed

    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.
  4. BigB EC Win User

    My profile on another console?

    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.
  5. ngocphi Win User

    Can Microsoft Hold My Digital Purchases Hostage When I am the Purchase and billing address on file. Do I not legally own these digital copies.

    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
  6. Salmoro Win User

    My son cannot get on his xbox live account. My other son says someone is using it. What can I do to get it back?

    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.
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Recovering an account that had its contact info changed

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