What to do when account of my son was hacked and primary email address was changed?

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello Marcel, I'm sorry about what happened to your account, however in this case you should contact Xbox Customer Service and request an ATO (Account Takeover), this is because this forum is public viewing and unfortunately as independent consultants we do not have access there is some data and procedures that Xbox Support has.

However, ATO is a similar procedure to the online form, but done by a Microsoft agent, it will need as much information as possible for you to do the procedure.

https://support.xbox.com/en-US/contact-us

Here in the community we are independent consultants, so we do not have access to the same information and tools that support has.

Each account recovery case is unique, and if you request the ATO, you must wait for a response from Microsoft's investigation department.

So, purchases and data from an account that will be terminated by my university will be lost?

Technically, you could add a secondary email to your MS account for sign in purposes...however, no clue what would happen if the primary email was no longer valid

Unfortunately, MS don't allow you to change the primary email due to the risk of fraud, hacking and whatnot...if they allowed it, then a hacked account could then have it's address changed

What do you mean change alias?

I simply went into my Microsoft Store Account and changed my primary email to a new email address.

HAVING THE SAME PROBLEM WITH CHANGING PRIMARY EMAIL ADDRESS. IT'S MY SONS ACCOUNT WITH MY BILLING INFO, AND MY SON TYPED THE EMAIL WRONG, SO WHEN I TRY TO CHANGE BILLING INFO, IT WANTS TO SEND ME A CODE ON MY SONS MIS TYPED EMAIL. GUESS WHAT? NOT GETTING
THE CODE, OF COURSE. WHY CAN'T I JUST CHANGE THE EMAIL IN THE ACCOUNT. HOW REDICULIOUS!! i HATE LOGGING ON TO XBOX.COM. EVERY TIME, I MEAN EVERY TIME I DO, I GET HASSLED, LIKE WANTING ME TO TYPE IN A PARENT EMIAL. WELL I TYPED IN THE ONE THE CUSTOMER SERVICE
TOLD ME WAS ON THE ACCOUNT, AND IT WON'T TAKE IT!! GET IT TOGETHER XBOX. I SHOULD BE ABLE TO CHANGE WHAT I WANT, WHEN I WANT, IT'S MY CC INFO ON THE ACCOUNT, AND THE PARENT!!

Hi there,

you can't merge accounts itself or fully move the Xbox Live Account to a different Microsoft Account, but something that could work for you is changing the primary email address for the Microsoft Account.

My assumption what steps might be required are:

- Change the primary email on the New Unused Xbox Account account to something else (you might need a new MS account/email for that) so that the Wanted email address is no longer attached to a Microsoft Account.

- Change the primary email on the Old Xbox account to the new wanted email address, so that that Wanted email address can be used to sign in to the Xbox main account.

See this link for the full information on how to change the primary email address on a Microsoft Account

https://support.xbox.com/my-account/microsoft-account/change-email-sign-in-for-microsoft-account

Let us know the results