My Account has been suspended and upheld due to 'violation of terms of service on Skype.'

Anonymous
2024-11-02T23:56:48+00:00

Hello all,

Wondering if anyone at all can help or direct me to get my account sorted.

My account has been suspended due to 'violation of terms of service on Skype.' This is what I received after filling out an account reinstatement form.

This is the email that I received:

We’ve reviewed your appeal and the results are as follows: 

Policy violated:   Abuse of our Platform and Services 

Microsoft system used:  Skype  

Date of appeal:  2024-10-26 18:48:17

Appeal results: Violation confirmed (Decision upheld) 

Microsoft’s content and conduct policies help promote a positive and safe experience for users by explaining what behaviors and content are not allowed on our services. www.microsoft.com/digitalsafety/policies  

European Union citizens only: Should any appeal you submit to Microsoft not be resolved, you are entitled to select any out-of-court dispute settlement body within the European Union that has been certified by the Digital Services Coordinator of the European Union Member State where the settlement body is established to resolve such dispute. Read more here. 

Thank you for your feedback. 

Since this I have done numerous forms with the same response and even spoke on the phone with a supervisor from Microsoft that advised I need to wait to hear back from the security team.

I explained to all representatives that I have not used Skype services in well over 10 years and I do not plan in using it ever. However, some of my other accounts have been hacked recently and can only imagine that this one has been affected and is the reason for the account suspension, but they do not seem to be taking this into consideration.

I have also explained that the email/account affected is my Xbox account as well, which has not been able to be used for this month with this issue. I have had this Xbox account for around 15 years and have multiple games that I do not want to lose. As well as literally a week before the account suspension spending £100 on a new game which I cannot even play.

No one seems to be able to help and I hope that someone can shed some light.

Thanks

Outlook | Web | Outlook.com | Account management, security, and privacy

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  1. Anonymous
    2025-01-16T18:50:06+00:00

    Hi all,

    I've managed to get my access back. I am not sure what it was that I did that made this happen but this is what I did:

    1. I contacted the Information Commissioner's Officer here in the UK (data protection-type Ombudsman). They said to contact their data protection officer first. If that doesn't help, they can step in and take on the case. Given the data that I had lost access to was classified as personal data, it was my right for them to reinstate the account because the data belongs to me (ie all of my files, etc).
    2. I emailed their data protection office: dpoffice£microsoft.com. I also copied in the microsoft escalation email address: microsoftescalationsupport£microsoftsupport.com. I forwarded a copy of one of my appeals saying decision upheld.

    I made it clear what the advice was that I'd been given, that I wanted access to my data and if not I'd be taking it forward via the ICO.

    1. I didn't receive a response overnight and still haven't but I decided to contact the online chat the following morning and the person I spoke to asked for my email address, then asked me to open an incognito window and try to log in. Then I somehow got access to everything.

    Not sure it will work for everyone and I genuinely don't know what it was that solved this. I have backed up my OneDrive now as I am not sure if this will happen again or will last. However, I wanted to share what has happened in case it helps anyone.

    Thanks,

    Helen

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  2. Anonymous
    2025-01-13T18:23:20+00:00

    Im in exactly the same situation - blocked due to an unknowable Skype violation and caught in Kafka loops off automated appeal denials and unhelpful online support

    I even got tricked by an online support representative (José) who asked me to submit a new appeal and he would check internally with the team to make sure it was successful. Instead what he did was terminate the chat support and forced me to positively review the session before the appeal was then denied!!!!!

    Telephone support does not exist and no way to escalate! Absolutely shocking behaviour and over AI automation of processes - a scary sign of things to come.and a disgrace of Microsoft to effectively cancel games and Skype services I have legally purchased!

    Time to go online and talk about this if no action is taken

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  3. Anonymous
    2024-12-05T12:04:22+00:00

    Hi, I'm having the same exact issues as you. I attempted to submit the recovery form but nothing happens. This is very frustrating. Have you got this issue resolved?

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  4. Anonymous
    2024-11-10T16:06:52+00:00

    Hello Linda,

    This is the agents who I have been in contact with about 20 times since the issue arose. However the same response is 'we as agents cannot help you due to Microsoft policies agents do not have the power to unlock account, reset passwords e.c.t. The only way to get your issue resolved is to fill out the appeal form and account recovery form for the security team to get back to you.'

    This is what I am faced every time and I am almost certain that the appeal and recovery system is all AI and system generated, so cannot take my circumstances into account.

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  5. Anonymous
    2024-11-03T01:56:32+00:00

    Dear David Webber4

    Thank you for posting to Microsoft Community

    I realize that your Microsoft account has been temporarily deactivated and you are experiencing difficulty in restoring your account.

    I understand your dilemma, and I understand that you would like to restore access to your Microsoft account.

    Microsoft offers four methods of account recovery: linked phone/linked email/recovery form/online chat.

    If you are still unable to access your account after submitting a recovery form, you can contact one of our online agents to check the status of your account for you. As the community forum is a public community, we do not have direct access to any user's account information in order to protect their private information, so I can't check your account for you directly, for which I apologize, but I can point you in the right direction, the online agent holds more permissions, information, and expertise than the community, and therefore can handle your issue faster and more efficiently.

    You can click this link to sign in to another personal Microsoft account, or create a new personal Microsoft account, and then follow the step-by-step guide below to get in touch with them.

    Contact Us - Microsoft Support

    Enter your details of the problem e.g. account recovery.

    Then tap Contact Support in the bottom left corner.

    Choose from the following categories: Other Products, Manage Account Security.

    TIPS: Please contact us during local working hours on weekdays, CHAT does not work 24 hours a day.

    I wish you all the best

    Linda.W-MSFT | Microsoft Community Support Specialist

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