Need help on escalated ticket regarding account recovery

Question

Need help on escalated ticket regarding account recovery

magsh112 5

My son's microsoft account was hacked several weeks ago while he was playing Minecraft. The hacker immediately changed the primary email address, so my son has no chance to even attempt logging back in b/c there's no account now associated with his email address. I was able to get the account locked within an hour, which is good, but I'm nearly a month into the recovery attempt process and continue to hit frustrating walls. I've had two case numbers that were both auto-closed despite my providing all requested info each time. I was finally able to get someone in the Xbox support chat to verify case escalation and give me a new case number, but this was mid last week and I was told to follow up after 72 hours if I didn't hear anything. I haven't heard anything, and now can't get a live person on a chat, let alone find a phone number to call for support. What should I do next? Update: I discovered today that the hacker's active profile still shows on my Microsoft Family account, which I feel like is even more evidence to get my son his account back.

walker1 0 Reputation points

2026-09-21T08:48:43.0433333+00:00

I had the same thing happen to my daughter's account. We are now on week 3 of waiting for a resolution from Microsoft. Hacker's profile is also still on my microsoft family account. It has been super frustrating as microsoft initally told me I had no proof of my daughter owning the account, despite emails from them to my email and hers showing the security things being changed. Hopefully we get this back soon- this happened with her minecraft account/email address on a discord server.
Ian-T 12,735 Reputation points Microsoft External Staff Moderator

2026-09-21T23:15:50.05+00:00

I understand the frustration and I do hope that things will get sorted out soon to prevent any more inconveniences to your.

Please note that this is a public forum so moderators cannot intervene the system to personally recover the accounts.

Thank you for your understanding and patience

2 answers

Your answer

walker1 0 Reputation points

2026-09-21T08:48:43.0433333+00:00

I had the same thing happen to my daughter's account. We are now on week 3 of waiting for a resolution from Microsoft. Hacker's profile is also still on my microsoft family account. It has been super frustrating as microsoft initally told me I had no proof of my daughter owning the account, despite emails from them to my email and hers showing the security things being changed. Hopefully we get this back soon- this happened with her minecraft account/email address on a discord server.
Ian-T 12,735 Reputation points Microsoft External Staff Moderator

2026-09-21T23:15:50.05+00:00

I understand the frustration and I do hope that things will get sorted out soon to prevent any more inconveniences to your.

Please note that this is a public forum so moderators cannot intervene the system to personally recover the accounts.

Thank you for your understanding and patience

Answer 1

magsh112 5

I'm not sure how, but I finally got someone from Microsoft to email me asking for further evidence. I've given them multiple screenshots, receipts, passwords, timelines, etc, to prove the account is my son's. I've filled out three separate reports. I'm hopeful this latest email I sent does the trick, but who knows. We're closing in on a month now...

Ian-T 12,735 Reputation points Microsoft External Staff Moderator

2026-09-21T23:10:12.8966667+00:00

I sure do hope that things will be sorted out soon.

Truly appreciate your understanding and patience on this matter

Answer 2

Hi @magsh112

I'm sorry your family has been dealing with this for so long. Losing access to an account after it is compromised, especially when it belongs to a child and contains purchased content, can be extremely stressful.

Based on what you've described, it sounds like you've already completed the steps that forum contributors would normally recommend: reporting the compromise promptly, having the account locked, providing ownership information, and obtaining an escalated support case. Unfortunately, account recovery and ownership verification are handled only by Microsoft's account recovery specialists, and neither the forum members nor moderators have access to the tools needed to review or reopen those investigations.

The fact that the profile still appears in your Microsoft Family group may help support verify the account's history, so I would keep screenshots of that information available in case the recovery team requests additional evidence.

Since you already have an active escalated case number, the best course of action is to continue following up through the same support channel rather than opening additional recovery requests, as multiple cases can sometimes make it harder to track the investigation. If the case was confirmed as escalated and you have not received any updates, contact Microsoft Support again and provide the existing case number so they can check the status of that specific escalation.

Thank you so much for your understanding and time.