Xbox recovery...

Hi there,

Thankyou for helping. I'm on my xbox as we speak trying to see if anything has happened but "no" 😪

It let's me put my password in and then I get...

Fix this on the Web

There's a problem with your account. Fix it at account.live.com, then come back to sign in.

My microsoft account got hacked and now my xbox is locked as the person who got in has change the email so I can't verify it, so frustrating 😤

Hey

I've tried numerous forms. Trying to get a callback!! Chat is bad enough, doesn't seem to matter what we put in the drop down boxes. I think it might be easier to accept I've lost it all and create a new one. Total nightmare.

Oh so, your account got hacked, and the hacker changed your email!

have you tried to recover access by filling out the recovery form?

https://account.live.com/acsr

Also, if you're unable to do it, unfortunately, you would have to contact Xbox Suppor directly requesting a callback.

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

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

My name is Vinicius.

I am a gamer and independent advisor on the XBOX community platform.

Hey VictoriaDoleman, how are you today? Hope you're well.

VictoriaDoleman, what happened exactly with your account? What happens when you try to log into it?

Does anything like this appear?

If you would like to contact support, select ‘I don’t recognise a charge’ under ‘subscriptions & billing’. You should then have the options to request a call back or start a live chat, which display the estimated wait time/queue, to speak to someone.

Be sure to contact official support:

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

https://support.microsoft.com/ContactUs

Keep in mind though that assistance from official support would be limited for security and privacy reasons, and they can only advise. Microsoft Support aren’t able to unlock or reset your account for you - only you can do this as the account owner.

If you’re also trying the account recovery form, then this may help:

Help with the Microsoft account recovery form - Microsoft Support

If you have 2FA (Two-Factor authentication/Two-step verification) enabled on the account, the account recovery form doesn’t apply to this situation and it’s not possible to recover the account this way. As the hacker has also changed the security info such as email address and phone number, it would unfortunately be more difficult to resolve this.

You may also want to read through these guides with additional advice when completing the form:

How to fill out the recovery form? - Microsoft Community

How to Reset & Recover Microsoft Account - Microsoft Community

Microsoft Account Recovery Process - Online Validation - Microsoft Community

This article includes a YouTube tutorial:

How to recover your Microsoft account [VIDEO] - Microsoft Community

When contacting support, you should receive a reference number before the conversation ends and it’s mentioned in the email from them. If you’re unsure, you can always ask for one to confirm this in case it’s needed again. This reference can then be used to check the status of your request.

In future, I’d suggest creating a recovery code (25 digits) so it’s easier to recover your account. This is explained in more detail in the above support articles.

I would also suggest to enable Two-step verification on your account so even if anyone does get access to your account credentials, additional verification will still be required to sign in. This security feature is recommended as it adds a ‘safety shield’ for reassurance. Just make sure to always keep your security info up to date.

How to use two-step verification with your Microsoft account - Microsoft Support

Hope this is all sorted for you soon.