"regarding your report of a account takeover"

spinksy123 · Apr 27, 2022

so last year someone attempted to steal my xbox account, I was able to get it back and put it on 2-step, but shortly after remotely removing my account from his console it was suspended for suspicious activity (potentially breaking TOS). After multiple attempts to recover it I finally received a email from customer support that wasn't them telling me to bugger off, instead it stated that my issue required a investigation from a "external advanced capability team", whatever that means. I then got a email saying in order to resolve the issue with my original account, I needed to create a new Microsoft account. I was told to create account, select 'get a new email address', update security information for my Microsoft account. I was also told not to access services like Xbox, otherwise the process will start over. What exactly does this all mean for my Xbox account?

:)

spinksy123

Yes it came from Microsoft Customer Support. I came here though to find out what this particular process is and if it means i'll be getting my account back? i was hoping someone here has experienced or knows of someone who went through this before

spinksy123

I haven't been told i violated the code of conduct (which i didnt), at first they kept knocking me back because the information i supplied for the account was either incorrect or incomplete. I finally figured out what information I was lacking, and this time i've gotten emails that are different from my previous failed attempts

Lucas Lauer

Reading the email they sent you, after creating a new account and and updating your security info you should reply to the email they sent you. Reply it saying that you created the new account and asking what information they need to continue the proccess.

Also it would be a good idea to contact Microsoft and ask if the email is legit. Get the email of the sender and ask them if it's really an employee of Microsoft.

https://support.microsoft.com/help/4051701/glob...

or

https://support.microsoft.com/contactus

It would be better than just guessing here, my friend.

Because as I said, I've never seen this before.

Lucas Lauer

If links were from unofficial websites, it would be a scam for sure. But as official Microsoft websites, they're legit. You can trust. *

Lucas Lauer

Hello, spinksy123. Thanks for reaching out! I'm an Independent Advisor and a Microsoft Community expert user. I'll be happy to assist you today.

The email you received was really from Xbox or Microsoft official customer support? If so, just follow their instructions, whatever they're asking you to do.

If it was not them, or you think it wasn't them, you can try to recover your account filling Microsoft Recovery Form (if you didn't already):

https://account.live.com/acsr

In the article below you can get detailed information on how to fill the form:

https://support.microsoft.com/en-us/account-bil...

This is a public user-to-user support forum. We are expert users helping other users. We do not work for Microsoft and do not have access to any user accounts.

"regarding your report of a account takeover"