Unable to recover account??

To change the Microsoft account registered to an Xbox, access to the current Microsoft account on that Xbox is required. If that account cannot be recovered, the Xbox cannot simply be “moved” to a different Microsoft account by support.

Follow these steps based on the current situation:

1. If the problem is signing in because the username/password stopped working
   • Use the “Recover your account” flow:
     1. Go to Recover your account.
     2. Enter the email, phone, or Skype name used on the Xbox account.
     3. Choose where to receive the security code, enter the code, and set a new password.
   • If the message “We couldn’t find an account with that username” appears, verify the domain (for example, .com vs .co.uk) and spelling, or try another alias/phone if one was ever added.
   • If it still fails, use the Sign-in Helper.
2. If the problem is verification codes or lost security info
   • If the password is known but some security info is lost:
     1. Sign in to the Advanced security options page using the known password.
     2. Select Add a new way to sign in or verify, add a new email/phone, verify it, then remove the old/unavailable security info.
   • If all security info is lost or inaccessible:
     1. Start sign-in and at “Verify your identity” choose I don’t have any of these.
     2. Follow the steps to replace security info. After replacement, there is a 30‑day wait before full sign-in is allowed.
3. If the password is not known and no security info is accessible
   • Use the Microsoft account recovery form:
     1. Review the guidance in Help with the Microsoft account recovery form to prepare information (old passwords, Xbox console hardware ID, Outlook contacts/subjects, etc.).
     2. Ensure there is a working contact email (can be a new Outlook.com address) for responses.
     3. Complete the Account recovery form from a device and location previously used with the account, and provide as much detail as possible.
   • If the recovery request is not granted:
     • It can be retried up to two times per day. Improve answers using the guidance and try again.
     • If the form continues to fail and security info has been replaced or is unreachable, the account may be unrecoverable. In that case, the associated Xbox data tied to that Microsoft account cannot be moved to another account.
4. If the account was hacked/compromised
   • Follow the official hacked-account recovery steps:
     1. Scan the PC for malware and ensure it is clean.
     2. Change or reset the password using the hacked-account guide.
     3. Check connected accounts, forwarding, and automatic replies for changes.
   • If the account recovery web form fails and security info has been replaced by the attacker, there is no additional method for support to restore the account.
5. If the recovery form keeps failing
   • Review Account recovery unsuccessful guidance and the video/instructions linked there.
   • Use the Sign-In Helper if the recovery form cannot be used due to unrecognized security info.
   • Support agents cannot send password reset links or change account details on behalf of the owner.

If the original Microsoft account cannot be recovered after following these supported paths, the only remaining option is to create and use a new Microsoft account for Xbox going forward, understanding that content and licenses tied to the old account cannot be transferred.

References:

• My username and password have stopped working
• Troubleshoot Microsoft verification code issues
• Help with the Microsoft account recovery form
• Account recovery unsuccessful
• I can't sign in to my Microsoft account
• How to recover a hacked or compromised Microsoft account
• my microsoft account has been compromised - Microsoft Q&A
• Need help with hacked microsoft account - Microsoft Q&A
• My account got hacked. - Microsoft Q&A
• My account got hacked - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A