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I have attempted to use the account recovery forum but as I have two factor authentication turned on, the form is automatically denied. I also cannot turn of 2FA because I can't access the account. As far as I am aware, I have run out of options for recovering my account. Even after changing my password multiple times, I still can't verify my account due to the error. I appreciate the attempt, but I can't see a way of recovering this account.

Hello Henry Heighway,

Thank you for the information.

It appears that your account was hacked because there are changes with the information associated with your account. The reason why there is an error when signing in your account and you need to verify your account because the system might have detected some unusual activity a prompting you to verify your account and will not work because the email associated to your account where the security code or verification code can be send will not be accessible to you.

Before we go any further, I would like to set your proper expectations that Microsoft accounts are fully managed and handled by an automated server and we don't have manual access to it because Microsoft really takes our security and privacy very seriously. This means that support agents and advocates can't do more than you can do for yourself with the account recovery form. They do not have the ability to send password reset links or provide other ways to access or change account details.

The best way to deal with this is to reach the account specialist team and it is through submitting the account recovery form. If you turn on two-step verification, you will always need two forms of identification. This means that if you forget your password, you need two contact methods. Or if you lose your contact method, your password alone won't get you back into your account—and it can take you 30 days to regain access. You may even lose access to the account. For that reason, we strongly recommend you have three pieces of security info associated with your account, just in case.

Here are the steps we can provide to help you recover your account:

1. Before attempting to recover your account, make sure you use an alternate email that you have access to recover your account to receive feedback from Microsoft's automated system about the status of your account recovery.

2. Click on the Microsoft Account Sign-in Helper Tool. Make sure you select the correct option from this list and follow the instructions exactly. This has helped many account holders recover their account. We hope this helps you too! It is also possible to contact live support through this tool. Below is the sample option that you must select:

• Under Select how you normally sign in, select an option and enter your details. You can click on email address and type in the email address.
  
• In the next button under Select continue below to see password reset and account recovery options, click Continue.
  
• Select an option that describe your issue under Please select an option. (choose Account Hacked in your case).
  
• On the next button, under Please select the reason why you think your account has been hacked, you can choose like Password stops working.
  
• Next button will ask you Are you sure your username is correct, click Yes.
  
• The next question will ask you Were you able to recover the account? there will be options presented and you can select like No access to phone/email. Please read the important notes before you proceed to the next instructions.
  
• Under The next steps will show some essential guidance notes for using the form, click Continue. Read every detail before you proceed to the next steps.
  
• Follow the next steps until you have fill out the Microsoft account recovery form and submit it.
  
• Under Were you able to submit the recovery form, select Yes.
  
• After submitting the form, you'll receive a confirmation email and receive feedback from Microsoft's automated system about the status of your account recovery within 24-48 hours. Please do not submit another form until you have heard back on the last submission. If you don't hear back in a few days, check your Junk or Spam folders.
  
• If you are not able to recover your account this way, please note the account recovery Issue ID provided in the email, and then contact support by selecting the Chat icon on page of Microsoft account sign-in helper tool.
  

The account recovery form can be found here: https://account.live.com/acsr We recommend that you try filling out an account recovery form. You can do this up to twice a day. Do this if you find more information or remember something else about your account that will help you. You'll be asked to provide account information such as your date of birth, services you've used with Microsoft, recent emails you've sent to recipients, as well as the subject line of the email, etc.

After you submit the form, you'll receive a confirmation email and receive feedback from Microsoft's automated system about the status of your account recovery within 24-48 hours.

We hope that we have provided enough information that best address your concern. We will be closing this thread because this will be taken cared by the dedicated support team. We thank you for having the opportunity to provide assistance in the short period of time.

Sincerely,



Microsoft Community Moderator

Hello Henry Heighway,

Thank you for sharing your concern here in Xbox Community Forum and we hope that all is well.

It appears that you are having issue signing in your account to Xbox Live due to an error and it seems that your account is hacked due to some changes with your account. Let us see and check on what we can do to help address your concern.

We would like to ask few questions to help us isolate the issue further.

1. Are you able to sign in your Microsoft account through the link below without an error?

Sign in your Microsoft account

2. Did you received an Xbox enforcement action? Check your Enforcement history through this link: How you’re notified of an Xbox enforcement action | Xbox Support

3. Are you signing in same Microsoft account in Microsoft Store and Xbox app?

4. Are you able to make changes with your Microsoft account like changing the alternate email address and phone number?

We will be discussing more on how to resolve your concern once the additional information needed are provided. You may also check this link for your reference: Secure your account if you think you’ve been hacked | Xbox Support

We look forward to your response. Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.



Sincerely,



Microsoft Community Moderator

Hello Henry Heighway,

Thank you for the additional information provided and we apologized for some delay in our end.

First, make sure that the Time and Date on the device is correct. If the issue still persists, proceed to the steps below:

1. Sign out and sign in back your account on Microsoft Store app.

2. Repair and Reset Xbox app.

• Go to Windows Settings > Apps > Installed apps.
  
• Look for Xbox app then click the 3 dots icon next to it
  
• Scroll down and click the Repair option under Reset. If the issue still persists. click Reset.
  
• Then restart your device.
  

We look forward to your response. Kindly let us know, if there is any misunderstanding or clarifications of our description by sending us a reply.



Sincerely,



Microsoft Community Moderator

Hi, I have gone through the 4 questions and got these as answers. 1) Yes, it signs in without issue . 2) I have no active enforcements and the history is clear. 3) Yes, I am using the same email and the accounts are connected. 4) I am able to change things like the main email and phone number. The issue occurs when trying to verify my account or signing into an xbox game. I have tried to sign in and verify it on my main computer, laptop and phone.





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