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

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  1. Anonymous
    2025-02-08T20:26:16+00:00

    Hello everyone,

    My Hotmail account was in the same situation.

    Today, I managed to regain access, and I want to share my experience.

    I don’t know if this will work for anyone else, but it worked for me.

    My account was hacked in November 2024, and since then, Skype was used to commit some type of fraud.
    I tried multiple times to submit the account recovery form, but I was unsuccessful. Each time, I received the infamous message: "Violation confirmed (Decision upheld)"

    Finally, I decided to sign out and remove the account from ALL my devices (PC, mobile phone, Xbox, etc.), then waited for a while to ensure no failed login attempts were being made.

    I waited four weeks and then tried submitting the appeal form again.
    Three hours later, my account was placed in recovery flow.

    I was able to log in with my previous password and was asked to verify my identity using a code sent via Text to my phone. After entering the code, I was required to change my password.

    I was finally able to access my account, but to my surprise, the entire interface was in Chinese…

    It took me some time to figure out how to change the language, but I eventually did it.

    Now, I have enabled two-step verification, and I hope I never have to go through this again. 😊

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  2. Anonymous
    2025-02-05T08:32:51+00:00

    @Arnaldo - This is the same initial responses I got when attempting to reverse the "compliance block". I've sent a number of similar requests through that channel - initially they were denied in the same way but then some are still unresolved however whenever I make contact with customer support they almost always put me on hold for 3 minutes and claim that the case is still being worked on. I honestly doubt they can see these "SIRxxxxxxxxxxx" errand numbers or even contact the account teams to question... im getting more and more convinced they put people on hold and do nothing.

    If you try contacting them, ask them to confirm the open support ticket ID's that they see for your account to see what they actually can see and act on.

    Hey Daniel… to be very honest, I’m tired of this nonsense case. I’m trying to figure out a way to take this to court. MS support is always unrealistic… and incapable.

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  3. Anonymous
    2025-01-28T07:44:20+00:00

    I just received another e-mail from MS

    Policy violated:   Abuse of our Platform and Services  Microsoft system used:  SkypeDate of appeal:  01/28/2025 and 2025-01-08 20:45:51 Appeal results: Violation confirmed (Decision upheld)  

    How is that possible? This is the most disgusting customer service I have ever seen.... so far !!! I'm still paying for the services that they decided to take way from me for unknown reasons, and with no support whatsoever.

    I swear... I will NEVER use Microsoft as my principal Cloud services... not anymore. Serious... disgusting... disgusting...

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  4. Anonymous
    2025-01-24T20:13:25+00:00

    In any case, this quasi human support tech referred me to a new account APPEAL function here:

    https://www.microsoft.com/en-us/digitalsafety/appeal

    But according to the human/AI agent this is also ab automated process with max 15 day lead time!

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  5. Anonymous
    2024-11-10T07:16:35+00:00

    Hello David Webber4

    Thank you for your reply.

    I fully understand how you feel at this moment, and from my personal point of view, I would really like to help you to recover your account immediately, as I believe you are the owner of the account. Unfortunately, however, Microsoft has not given me that access because the community forum is a public community and no community member has access to the Microsoft servers. However, as far as I know, the Microsoft Account Team online customer service is a live person to assist you in recovering your account and they will follow up one-on-one. There are permissions and tools available to help users check their accounts. When you communicate with them, you can directly inform them of your predicament and request. Hopefully, they will be more humane and give you a solution that meets your needs instead of going around in circles with you.

    Thanks again for your understanding and support.

    I wish you all the best.

    Linda.W-MSFT | Microsoft Community Support Specialist

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