Wondering if someone can help me get my account back

Hello Isabelle, thank you for reaching out! My name is Victor, I'm an Independent Advisor and member of the Microsoft Xbox Community like you. I hope you are having a good day despite this issue.

I see you are having issues with a hacked Microsoft account, and were unable to recover it through the account recovery form. I understand how frustrating this is, but due to the nature of your question, I find it important to remind you that this is a public forum, and we are simply Microsoft Xbox users and players trying to guide and assist others. We do not have access and should never discuss personal or account information, so be very careful with anything you share here, and be wary never to share any personal or security info that could be used to identify or otherwise put your safety at risk.

Once an account is compromised, and has its primary email alias changed, the recovery form may not be enough to recover said account. In situations like yours, your best option is to reach out directly to Xbox support for direct assistance, either through a phone call or live chat. Go to (https://support.xbox.com/en-US/contact-us/), click on the "Contact us" button > "Account & profile" on the first option > "I need a Microsoft account" on the second one > type in "Hacked account" on the third option > click on "Next" and then "See contact options". You can then choose "Chat with us" for live chat support or "Request a call" for phone call support. Please note that phone call support is not available 24 hours, so make sure you are within their service time if you wish to go with that option.

I appreciate your understanding, and feel free to reach out if you have any other questions. Take care!

Hello ilostcoop,



We haven't heard from you in 72 hours, so we assume that your issue has already been resolved. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question or start a discussion (microsoft.com)







Thank you for your understanding.



Kind regards,



Xbox Forum Moderator

Microsoft Community

Hi ilostcoop,

We appreciate you for bringing this up to Xbox Community Forum.

We would like to inform you at the beginning that Microsoft account recovery is managed by a completely automated server, and we do not have manual access to it. Microsoft takes the security and privacy of our customers very seriously. We are committed to protecting your personal information, and the meticulous account recovery process is intended to protect you from any possible malicious activity. For now, please allow me to do the best I can in helping you with the process.

First, we would suggest you fill up the ACSR form and make sure you provide an alternate email address when you fill up the ACSR form so that the team can communicate with you.

The more information you can include in the form, the better the chance you’ll have of regaining access to your account. Answer as many questions as you can as thoroughly as possible. If you’re not sure, guessing is ok - wrong answers don’t count against you.

• When you enter your email address, keep in mind that some domains may be country specific such as @outlook.co.uk.
  
• If you’ve had your account for several years, the details on file may not match your current situation, so think about what you may have entered when you first signed up. Is it possible that you moved or changed your name?
  
• Think about passwords that you use on other accounts that you may have used here. This is another place where a good guess can pay off.
  
• When you get to a question that lets you “add more," fill in as much information as you are able.
  
• Email subject lines need to be exact.
  

Meanwhile, we would refer these articles:

• Help with the Microsoft account recovery form
  
• How to recover a hacked or compromised Microsoft account
  
• When you can't sign in to your Microsoft account
  

In regard to the Microsoft Store purchase, we would recommend you contact our Microsoft Store support team and inform them about the purchase.



Microsoft Store Support: https://support.microsoft.com/en-us/help/28808/microsoft-store-contact-support



Also refer this article: Prevent unauthorized purchases from Microsoft Store

We hope it worked out well for you. If not, please reply back to this forum to let us know.

We will be glad to follow up and help you.



Sincerely,



Xbox Forum Moderator

Microsoft Community

Hello this is Virginia O.

I understand that you want to recover a hacked account.

I apologize for the inconvenienced. And no worries now because I'd be happy to assist you today.

To recover your account please visit this page to be guided with the process:

https://support.microsoft.com/en-us/account-bil...

In here you will be given the steps and instructions as well on how to regain access to your account.

When it will ask for the email to recover, write down the email that the hacker has set up to your account. The rest of the needed information will be regarding the account when it was originally created.

Here is the direct link for the account recovery: https://account.live.com/acsr

When you submit a recovery request online, please provide the nearest answer to all the asked questions.

And it is important to not leave any questions unanswered.

Please be guided with the steps and instructions on how to answer the account recovery form.

A friendly reminder, I do not have a direct access to your account and if incase that the steps won't work please reach Microsoft Support: https://support.xbox.com/en-US/contact-us for further assistance regarding the recovering your account.

Thank you for your cooperation. Have a great day!

Hi there KRex2459. I am Lumie and I would love to assist you today.

I am so sorry you are having issues getting into your account.

If you do not have the recovery options, unfortunately, your only option is to complete the Account Recovery Form as there is currently no way to identify the true account owners without it. [https://account.live.com/acsr]

Make sure you complete it in an area you would normally access your account. It is important to be consistent with this form, you can fill out the form twice a day every day until you regain access to your account. Repeating this will increase your chances of recovery.

Here are more tips for following through with the form: [https://support.microsoft.com/account-billing/b19c02d1-a782-dee6-93c3-dc8113b20c42]

I am very sorry that there is no other way, proof of ownership such as ID or purchase history cannot gain access either. No Microsoft employee has the power to change your account access rights. This is truly the only way.

I understand that you have tried before and been denied, but that doesn't mean you will always be denied. Please keep trying, the system works on probability, consistency is key! You only need to pass once. =)

I hope this helps. Let me know if I can be of any additional assistance. -Lumie