Stranger's email linked to my Xbox Live account and blocking me from signing in.

GutGrinder88 · May 2, 2020

I turned on my Xbox and seeing that I was signed out, pressed the home button and went to the Sign In tab as usual. I clicked on my account, as it was displaying itself as normal with my gamer tag on top and my actual email underneath.

Ex:

Gamer_Tag78

*** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***

But when I select that account it brings up the following message:

Enter your password

Because you're accessing sensitive info, you need to verify your password for *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***.

That is not my email and therefore I do not know the password. I do not know anyone named Damian and I have never added an additional email to my account.

Additionally, when I enter the email that IS supposed to be linked to my account, (the one that I can still see under my gamer tag on the Sign In tab) to try and sign in at microsoft.com for assistance, it says that no account exists under this email.

I am worried that I have been hacked and that my sensitive information could be at risk but the first step on every Microsoft Help guide is to sign into my Microsoft account in order to change the information and that is not something I can do.

Has anyone experienced a similar issue and have any knowledge or advice to share? Is an Xbox Live account not the same as a Microsoft account and is that why I cannot sign in on a computer? If they are different, how do I get help for this account?

I appreciate any help, Microsoft Support has been completely ineffective in helping.

Posting this from a friend's account since I can't access mine.

:)

GutGrinder88

Thank you, using these steps I was able to request a call and get in contact with a support worker. He asked questions that would help verify that the account does indeed belong to me and submitted it to their investigations team. They will then transfer
my Xbox Live info onto the new Microsoft Account we made once everything is confirmed. Will update here when the situation is fully resolved but thank you, this information was very useful.

GutGrinder88

Yes, tried this, all of their solutions involved signing in which, as I said, is not an option right now. Because of their high volume during the pandemic, I cannot talk to a real person either, which would be ideal.

HIT Continued

have you tried contacting xbox technical support?

XBF Steven R

Hi GutGrinder88,

Thank you for letting us know that the issue has been fixed. We'll be locking the thread as the issue has been resolved. If you ever require any help with any other issues please feel free to come back to the Xbox Forums for further assistance.
For those reading this thread, if the troubleshooting steps listed above didn't help resolve the issue, please feel free to create a new thread asking for assistance. When the new thread is created please copy and paste the URL to this thread showing that
the troubleshooting steps listed above didn't fix the issue.

Thank you and have a great day!

AridLizard

this link will guide you through the process https://beta.support.xbox.com/help/account-profile/manage-account/compromised-account-solution

you want to follow the instructions for If you can't sign in to your account

you will need to create a new outlook email address to contact Support.

you can also click the Contact us button

select Family and online safety as the category

select I want to protect my account

skip the Covid notification

scroll to the bottom of the options and select either Chat online or Request a call

hope this helps

Stranger's email linked to my Xbox Live account and blocking me from signing in.