Xbox account was hacked need to close it

Edim Kurtovic 0 Reputation points
2026-05-13T15:18:33.3666667+00:00

HI,

2 years ago, my son's Xbox account was hacked, as well as my wife's and my Hotmail accounts. Since then, we have not been able to recover or close the accounts. Last night, our bank account was charged for a game pass ($13.99, an ongoing charge) that we are not using because it is being hacked. I need to close the Xbox Game Pass account that is linked to my bank account. This is so unfair that you can not get a live person on the phone.

My email in case you need to ask more questions is ******@ucdavis.edu. Thanks

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  1. AI answer

    2026-05-13T15:18:46.2+00:00

    Take these actions in order to stop the charges and deal with the hacked Microsoft/Xbox accounts:

    1. Protect the bank account and card immediately
      • Contact the bank or card issuer right away.
      • Report the Xbox Game Pass charges as unauthorized.
      • Ask them to block further Microsoft/Xbox charges and, if needed, issue a new card.
      • Request a chargeback/refund for any fraudulent payments, following the bank’s process.
    2. Investigate and stop Microsoft subscription billing (if you can sign in anywhere)
      • Sign in to the Microsoft account dashboard and go to Subscriptions/Services to see if an Xbox Game Pass or other subscription is active and tied to the card.
      • If found, turn off recurring billing and cancel the subscription.
      • If you see payment methods you do not want stored, go to Payment options and remove them.
    3. Use the official hacked-account recovery flow
      • For each hacked Microsoft/Hotmail/Xbox account, follow the guidance in How to recover a hacked or compromised Microsoft account. This includes:
        1. Scanning each Windows PC with an up-to-date antivirus (or Windows Defender) to remove malware.
        2. Changing or resetting the Microsoft account password using the official password change/reset pages.
        3. Checking account settings such as connected accounts, forwarding, and automatic replies to remove anything the attacker configured.
    4. If the accounts cannot be recovered
      • If the recovery form and steps fail and security info has been replaced by the attacker, there may be no way to regain those specific accounts.
      • In that case, focus on:
        • Ensuring the bank has blocked the card and future Microsoft/Xbox charges.
        • Creating new, secure Microsoft accounts for family members with strong passwords and updated security info.
    5. Contact Microsoft Support for billing/account help
      • If self-service recovery and cancellation do not resolve the issue, use the official Contact Microsoft Support and Sign-in Helper flows referenced in the documentation to reach a support agent (chat or callback) and ask them to locate and cancel the Xbox subscription tied to the card details.

    Following these steps in parallel—bank protection, subscription cancellation, and account recovery—is the fastest way to stop ongoing charges and secure family accounts.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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