Didn't received Account Recovery result notification

Question

Didn't received Account Recovery result notification

Dinu 5

Hello, my account got hacked and compromised to other name, I tried to recovery my account through xbox support form, I got mail SIRxxxxxxxx - Account Escalation Request
Screenshot 2026-09-15 143840

They said need additional information to investigate and submit an Account Recovery form, and if unable to successfully validate the account, I will receive a nine-digit reference number to send with email I used to submit that form and need additional information

Screenshot 2026-09-15 144738

But I wait more than 24 hours and still didn't received result notification and my case closed because I did not response, in notification case closed said they attempted to contact me three times via email but I didn't received any notification for reminder or result (I check everywhere in junk/spam, it's nothing)

I tried this for 5 times and still nothing.

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Answer 1

Hornblower409 15,140

@Dinu said

my case closed because I did not response ... they attempted to contact me three times via email but I didn't received any notification for reminder or result

No one here has can exert any influence or take any action on a Microsoft account recovery. Your only options are:

Open a new support case and verify that the alternate contact email being used for the recovery process is correct and can receive email from Microsoft Support. If they have failed to contact you at your current email, try a different one. Doesn't have to be one that you own. e.g. A trusted friend or relative that can forward any replies from Support to you.

Start the Account Recovery Process directly without going thru Support.

Xbox Account Recovery
https://aka.ms/recovermyaccount

Microsoft/Outlook Account Recovery
https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

Dinu 5 Reputation points

2026-09-16T11:25:14.75+00:00

Thank you, in that 5 times I tried with 3 different email for Account Recovery form link but didn't received notification or anything so I can only wait till my case closed and received nothing, thank you again for your suggestion I will keep trying.
Hornblower409 15,140 Reputation points

2026-09-16T15:45:25.2133333+00:00
@Dinu said

5 times I tried with 3 different email for Account Recovery form link but didn't received notification or anything

And that (as far as I can tell) they sent you three emails asking for more info, which you did not receive, but then you DO receive the email telling you the case was closed?

Something is broken, there are two different teams working your case, or the emails asking for more info went to an email from the account itself (which has been hacked) and only the closure process is using the alternate email you put on the submission?

My guess - It was an automated closure response that they send to everyone and the part about trying to contact you for more info was just "boilerplate" they use in every closure email, even though it does not apply in your case.

Sorry. I'm no help on this one. You can try Chat Support.

But do NOT tell them you want them to recover your account, they will hang up on you or just send you a link to the Account Recovery form. Instead ask them about the closure email that says they tried to contact you three times.

You must have a working Microsoft email account to use Chat or any other Support Services. If you can not logon with your current account, create a new, temporary one at https://signup.live.com (Once you are in Chat you can tell them the actual account with the problem).

Chat Support

Open a browser to https://support.microsoft.com/en-us/home/contact

Tell us your problem: {Whatever}

[Get Help] {Scroll down to the bottom of the page} [Sign in to Contact Support]

Sign in with any Microsoft account

Products and services: "Other Products"

Category: "Manage Account Security"

[Confirm]

Choose a support option -> "Chat with a support agent in your web browser"
Dinu 5 Reputation points

2026-09-16T16:23:16.1166667+00:00

Thank you, I will update in comment when there is any progress