Sons Xbox account hacked

Hi Nathan.

I've reset the password for his microsoft account. However when we go on the xbox, his gamertag/logon is linked to the hackers e-mail and won't let us log on. I've tried logging on using his gmail address, but the xbox just states that email is linked to an account being used by the hackers e-mail and won't allow us to log on. The other thing I've just notice is his microsoft account is showing as only having been created on 10 August 2022, even though he's been online for a number of years (as well as being part of my family group on my microsoft account for the same number of years)

Hey there, Jacko1649

According to this form here: Secure your account if you think you’ve been hacked | Xbox Support

You will need to create a new Microsoft account, then use that email account to contact Xbox Support and tell them that you have not been able to provide enough information for the recovery form. They will then need your console information (Console ID etc...) to be able to help validate your account/form.

If you receive an email notifying you that you didn’t provide enough info to verify your identity, or if you don’t receive an email at all within 24 hours, you’ll need to contact Xbox Support.

We'll need you to provide some specific info:

• The hardware identification numbers from the Xbox console you use most often:
  
  Xbox Series X|S and Xbox One device ID and console serial number
  
  Xbox 360 console ID and serial number
  
• The Microsoft account email address that you're trying to recover
  
• An alternative phone number where we can reach you if necessary
  
• A new Microsoft account without any gamertag associations (this new account will be used for secure communication purposes during the process of recovering your compromised account)
  

To create a new Microsoft account, select Create a Microsoft account at:

account.microsoft.com

-Quoted from: Secure your account if you think you’ve been hacked | Xbox Support

Hopefully, you would be able to chat to an agent on your other account when you go to: Contact us | Xbox Support

You will want to select: Account & Profile > Forgot my username/Password > entered a description. Then pressed skip. Then you should be presented with options for contacting support. Please don't use the "hacked account" option, as this would not bring up any contact options for support.



Nathan

I have tried this route, without success. It just brings a popup window stating phone calls & chats aren't available for this issue. So how do I re-set things because the pre-formated questions on the other pages don't fit my criteria?

Hi Jacko1649,

Sorry to hear you the associate was unable to help you.

Can you confirm if you went to https://support.xbox.com/contact-us and got a call back from there? Different support areas may not be able to help with the same issue and have different processes.

Could you please try the following route via the above link?





Hit Next and then select See contact options:





Select Skip:





Then you should be able to request a callback:





From there please let the support agent know the issue and please let us know the result from there. If they are still unable to help, please let me know.

Regards,

Hayabusa

Hi Nathan,

I eventually got a call back from Microsoft support. Who said my only option was to fill out the online form. When I explained that I have done this several times and every occasion I received an automated response stating there was not enough information, he informed me there was nothing he could do to assist me.

So basically a 25 minute phone call to say he can't help me, you've got to complete the form... its the only way

Thanks for nothing Microsoft (completely no) Support