Account hacked going round in circles

Question

Account hacked going round in circles

Satvinder Diocee 0

Guys, ADHD and Dyslexic and seriously pissed off right now.

Would really appreciate some help on this as MS are useless and i'm going round in circles and chatbots refusing to help me speak directly an an agent.

ok, this problem affects my son's account.

his xbox/ms account has been hacked, the hacker has changed email address, password and telephone number on the account. Xbox at login page shows a different acount name.

so been to MS to recovery form and it obviously doesnt recognise his account. When trying to login same issue it doesn't recognise the account. Hacker has tried to spend money on my son's bank card which weve stopped.

going to the Support pages and i cannot see (unless i've missed it) how to move further, all the links they provide on their support page just point back to the recovery form whchi isn't working.

all this happened thurday night into firday morning, they even tried using my own bank account ot make xbox purchases which is strange as my card is not on my son's account. it is only used for our monthly subscription, thats been blocked as well now. i'm using my own MS account to get answers through them and yourselves.

this has really affected my son as his snapchat was hacked a few months back and hacker stated posting racist comments on his profile to all his contacts. it took us all summer to get that fixed.

These tossers are happy to demand your money and block you if you havet done the right thing, but are worse that Dog S**T when it comes to things like this.

sorry, rant over, i would really appreciate if anyone out there can help .

Thnaks

Sat

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Answer 1

Hi Satvinder Diocee,

First of all, I'm really sorry that you and your son are having to deal with this. Losing access to an account is stressful enough, and it's even harder when it affects a child and follows other incidents you've already had to deal with. I can completely understand why you're frustrated and feeling like you're being sent in circles.

I also want to clarify the limitations of this community. We're fellow users and community contributors, and we don't have access to Microsoft accounts, account records, or internal recovery systems. Because of that, nobody here can verify ownership, restore access, or escalate an account recovery request on your behalf.

Unfortunately, even Microsoft Support agents generally cannot manually recover or hand back access to a personal Microsoft account when the security information has been changed. That's why the support pages keep directing you back to the account recovery process. The recovery system relies on the information provided by the account owner to verify ownership, so there's no alternative path that an agent can use to bypass that verification process.

My recommendation is to carefully review the guidance here: Help with the Microsoft account recovery form.

When completing the recovery form, try to provide as much information as possible, the more accurate historical information you can provide, the better the chances of the recovery system being able to verify the account.

Again, I'm very sorry you're both going through this. I know it's not the answer you were hoping for, but at this stage the recovery form is the correct path, and providing as much information as possible gives you the best chance of success.

I wish you and your son the very best of luck, and I genuinely hope you're able to regain access to the account.