Unable to access account

FTG Griffix · May 31, 2015

Hi, one of my friends on xbox can no longer access his account because of problems with the password. Issue lies in the fact the account was given to him by a relative (said relative has passed away) so my friend doesn't know the password. Password reset
doesn't work cause the email with it can't be accessed either (the phone with the email no longer works).

All in all he doesn't have any way to change/reset his email or his password so is there anything he can do or does he have to create a whole new 360 profile?

:)

VibroPlex · May 31, 2015

Unable to access account

Thank you for helping your friend get back on line!

If he's forgotten the Microsoft Account addresse used to redownload his profile, then I'd suggest he call Option 2 at 1-800-4MY-XBOX in the US et Canada; if he's elsewhere, then use the correct phone numbers from the link listed below. The LIVE agents can
ask verification questions and once verified, they can provide the Microsoft Account addresse.

VibroPlex · May 31, 2015

Unable To Access Account

Yes. This is, BTW, a Microsoft Account issue, not an Xbox issue; the Microsoft Account support folk have their own support forum at

http://windows.microsoft.com/en-US/windows-live/id-help-center

0) If you already have a second Microsoft Account (formerly known as the Windows Live ID) you can skip step 1 altogether

1) Make a new Microsoft Account at
http://startup.live.com which after you complete it should lead you to the Account Summary

1A) If you don't get to the Account Summary page, go to
http://Account.Live.Com and sign in there.

1B) If you are prompted to cofirm the email address, please do so.

2) Complete the security information by clicking on the Edit Security Info link below. Make sure to add the Security Question down below as well as a cellular number in the Phone Numbers field and an alternate email address which is different from the Microsoft
Account address.

3) Then, enter
http://go.microsoft.com/fwlink/?LinkID=242792 in the address bar of your browser. Fill in the form there, with the subject EMAIL BEHIND MICROSOFT ID IS BROKEN - give a good working email where their support folks can find you. You should receive a response
within a day, the gods willing.

Smwutches · May 31, 2015

Since he is not the actual owner of the account, there would be no way for him to recover the information, so he will have to create his own account.

FTG Griffix · May 31, 2015

Microsoft can't do anything?

Smwutches · Oct 31, 2018

He can try contacting support, but they may ask questions to verify that he is the owner of the account and since he is not, they won't be able to help him because of security reasons. Accounts are not meant to switch ownership. It's actually a violation
of the code of conduct to do so.

Smwutches

He can try contacting support, but they may ask questions to verify that he is the owner of the account and since he is not, they won't be able to help him because of security reasons. Accounts are not meant to switch ownership. It's actually a violation
of the code of conduct to do so.

Smwutches

Since he is not the actual owner of the account, there would be no way for him to recover the information, so he will have to create his own account.

Minimooo

Hi there - given the events you have described, it may be very difficult to recover your brother's account. My only recommendation is to give this page on account recovery a good read, and to check into the associated links provided on the page:

support.xbox.com/.../forgot-microsoft-account. If you read through that page, along with the links, it will tell you various ways to recover either your account, but your best bet may be to follow this link:
https://account.live.com/acsr and then when prompted select "I can't use any of these options" and you'll be taken to fill in an online recovery form where you can fill in various other details that
may well help Microsoft get your brother back in control of his account.

That failing, I think your best bet is to ring up Xbox Support, as they will be able to provide more adequate support.

Good luck!

VibroPlex

Thank you for helping your friend get back on line!

If he's forgotten the Microsoft Account addresse used to redownload his profile, then I'd suggest he call Option 2 at 1-800-4MY-XBOX in the US et Canada; if he's elsewhere, then use the correct phone numbers from the link listed below. The LIVE agents can
ask verification questions and once verified, they can provide the Microsoft Account addresse.

VibroPlex

Yes. This is, BTW, a Microsoft Account issue, not an Xbox issue; the Microsoft Account support folk have their own support forum at

http://windows.microsoft.com/en-US/windows-live/id-help-center

0) If you already have a second Microsoft Account (formerly known as the Windows Live ID) you can skip step 1 altogether

1) Make a new Microsoft Account at
http://startup.live.com which after you complete it should lead you to the Account Summary

1A) If you don't get to the Account Summary page, go to
http://Account.Live.Com and sign in there.

1B) If you are prompted to cofirm the email address, please do so.

2) Complete the security information by clicking on the Edit Security Info link below. Make sure to add the Security Question down below as well as a cellular number in the Phone Numbers field and an alternate email address which is different from the Microsoft
Account address.

3) Then, enter
http://go.microsoft.com/fwlink/?LinkID=242792 in the address bar of your browser. Fill in the form there, with the subject EMAIL BEHIND MICROSOFT ID IS BROKEN - give a good working email where their support folks can find you. You should receive a response
within a day, the gods willing.

Unable to access account