Microsoft Account Recovery Stuck After Previously Approved Recovery Case Was Closed as “Inactive”

Microsoft Account Recovery Stuck After Previously Approved Recovery Case Was Closed as “Inactive”

I am trying to recover a Microsoft account that was compromised and taken over by a hacker. I am now stuck in what appears to be an automated recovery loop, even though my account recovery request was previously accepted and had already advanced to the next stage of the recovery process.

Here is what happened:

My Microsoft account was compromised, and the hacker changed the account security/recovery information. I submitted the Recover Your Microsoft Account form and provided extensive information to verify ownership of the account, including my Xbox Gamertag and Xbox Network Device ID.

My recovery request was initially successful. The case was accepted and escalated, and I subsequently received an email from the Microsoft Account Safety Team asking me to confirm my alternative recovery email address and contact information.

I replied to that email multiple times with the requested information.

However, approximately two days later, I received another email saying that my case had become inactive because Microsoft had not received my response.

This was extremely confusing because I had replied multiple times with exactly the information Microsoft requested.

Since then, I have repeatedly tried to open a new account recovery case. I provide the same account information and the same Xbox information, including the Xbox Gamertag and Xbox Network Device ID, but every new request now receives essentially the same response:

Microsoft confirms that unauthorized access occurred and that the account has been suspended for security reasons, but states that Microsoft is unable to restore my access with the information provided. The response then tells me that if I have an Xbox profile, I can submit another case with my Gamertag and Xbox Network Device ID.

This has created a loop that I cannot get out of.

I am confident that the Gamertag and Xbox Network Device ID are correct. Most importantly, these are the same Xbox identification details I provided in my earlier recovery request, when Microsoft accepted my verification and moved the recovery process to the next stage.

Therefore, my main problem is no longer simply how to fill out the recovery form. My problem is that:

Microsoft previously accepted my account-ownership information and advanced my recovery case.

The Microsoft Account Safety Team then contacted me and requested additional contact/recovery information.

I responded multiple times as requested.

The case was nevertheless closed as inactive because the system said Microsoft did not receive my response.

Since that happened, every new recovery submission appears to receive the same automated rejection.

I am using the same correct Xbox Gamertag and Xbox Network Device ID that were previously accepted.

I now have no apparent way to get the case back to the stage it had already reached before it was incorrectly marked inactive.

There is also an additional serious problem. The compromised account is the only Organizer of my Microsoft Family group. My child's Microsoft account is still inside that family group. Because I cannot access the compromised Organizer account, I cannot remove my child from the old family group, and my child cannot join the new Microsoft Family group I created.

I understand that Microsoft Community members cannot directly restore an account or bypass Microsoft's security verification. What I am hoping to find out is:

How can I get this situation reviewed by a Microsoft employee or the Microsoft Account Safety Team rather than repeatedly submitting the same automated recovery form?

Is there a way to reopen or escalate the original recovery case, especially since Microsoft had already accepted my verification and moved that case to the next stage before it was incorrectly closed as inactive?

I have the original case/reference number, the emails from the Microsoft Account Safety Team requesting additional information, copies of my replies to those emails, the subsequent email saying the case became inactive, and the Xbox information that was previously accepted.

I would greatly appreciate advice on how to get this case reviewed by the appropriate Microsoft account recovery/security team instead of being sent through the same automated recovery process again.