I need tech support chat

Question

I was on a chat this morning. I was told to wait for an available agent. That was at 9:05 this morning. I am still waiting: Thank you for contacting Microsoft Support. This is Ryan Christian, how can I help you today?

Bot WC said: For best support experience, please make sure to stay active in the chat window for failure to respond within 4 minutes may cause us to disconnect from the chat to help other valued customers like you in queue. Also, please do not provide any personal/sensitive information like passwords or credit card information on chat for your privacy. Thank you! RC Bot WC said: For best support experience, please make sure to stay active in the chat window for failure to respond within 4 minutes may cause us to disconnect from the chat to help other valued customers like you in queue. Also, please do not provide any personal/sensitive information like passwords or credit card information on chat for your privacy. Thank you!

Ryan Christian - 8:39 AM You said: Is someone there You said: Is someone there You said: Are you a real person? You said: Are you a real person?

8:39 AM - Sent Bot WC said: Yes, I am here. How may I help you today? RC Bot WC said: Yes, I am here. How may I help you today?

Ryan Christian - 8:39 AM You said: I have been trying to login to my account for over 2 months. I have tried to fill out all the forms and requests to no avail. I have finally signed in to a 1 month free trial. This is how I am able to chat with you now. Can you Help me with my old account? You said: I have been trying to login to my account for over 2 months. I have tried to fill out all the forms and requests to no avail. I have finally signed in to a 1 month free trial. This is how I am able to chat with you now. Can you Help me with my old account?

8:41 AM - Sent Bot WC said: I understand you need help regarding your old account. I am here to help and assist you with this. Just a heads up we here in Microsoft does not have any direct access to any account nor directly reset its password for security and privacy of its users. What is the email address of the account in question here? RC Bot WC said: I understand you need help regarding your old account. I am here to help and assist you with this. Just a heads up we here in Microsoft does not have any direct access to any account nor directly reset its password for security and privacy of its users. What is the email address of the account in question here?

Ryan Christian - 8:42 AM You said: I have received emails saying that I haven't provided enough information. I have filled the request form to the best of my knowledge. You said: I have received emails saying that I haven't provided enough information. I have filled the request form to the best of my knowledge. You said: ******@sbcglobal.net One or more links in the message. You said: ******@sbcglobal.net You said: I have also received an email saying I have violated Microsoft Policies. As far as I know I haven't hardly even used the product so how could I have violated the policies ? You said: I have also received an email saying I have violated Microsoft Policies. As far as I know I haven't hardly even used the product so how could I have violated the policies ?

8:44 AM - Sent Bot WC said: I understand where you're coming from about this. Regarding your concern, do you still have access to your ******@sbcglobal.net email address? One or more links in the message. RC Bot WC said: I understand where you're coming from about this. Regarding your concern, do you still have access to your ******@sbcglobal.net email address?

Ryan Christian - 8:45 AM You said: The email yes You said: The email yes You said: I would request a code several times 1 or 2 times I received a code but it didn't work. Other times no code came You said: I would request a code several times 1 or 2 times I received a code but it didn't work. Other times no code came

8:46 AM - Sent Bot WC said: Thank you for the information. Did you try to reset the password of the account by going to https://account.live.com/pw ? One or more links in the message. RC Bot WC said: Thank you for the information. Did you try to reset the password of the account by going to https://account.live.com/pw ?

Ryan Christian - 8:47 AM You said: I have spent hour upon hour trying to recover my password and nothing is working You said: I have spent hour upon hour trying to recover my password and nothing is working You said: Yes, many times You said: Yes, many times You said: I have filled out the forms and followed the instructions. Nothing seems to help You said: I have filled out the forms and followed the instructions. Nothing seems to help You said: Can someone help me? You said: Can someone help me? You said: I don't know what else to do You said: I don't know what else to do

8:49 AM - Sent Bot WC said: I understand where you're coming from about this. For this concern, let me transfer you to our Xbox team first so they can assist you regarding the issue with the account that has been suspended for compliance. RC Bot WC said: I understand where you're coming from about this. For this concern, let me transfer you to our Xbox team first so they can assist you regarding the issue with the account that has been suspended for compliance.

Ryan Christian - 8:50 AM You said: The last subscription I had was a family subscription - now I cannot access anything and keep getting messages to log in - one drive is requesting me to log in as well and I cannot You said: The last subscription I had was a family subscription - now I cannot access anything and keep getting messages to log in - one drive is requesting me to log in as well and I cannot

8:50 AM - Sent Bot WC said: You're next in line.You're next in line.You said: I don't use xbox You said: I don't use xbox You said: I have never used xbox You said: I have never used xbox You said: So you can't help me? You said: So you can't help me? You said: Is anyone there? You said: Is anyone there? You said: This is the Customer Service that I should expect! I have been waiting for over 15 minutes You said: This is the Customer Service that I should expect! I have been waiting for over 15 minutes

9:06 AM - Sent You said: Still waiting 30 minutes!! Send failed. Click to interact. You said: Still waiting 30 minutes!!

- Not Delivered - Retry You said: I cannot wait (40 minutes) much longer. Is there someone that can call me or contact me via email? Send failed. Click to interact. You said: I cannot wait (40 minutes) much longer. Is there someone that can call me or contact me via email?

- Not Delivered - Retry You said: I cannot wait (40 minutes) much longer. Is there someone that can call me or contact me via email? Send failed. Click to interact. You said: I cannot wait (40 minutes) much longer. Is there someone that can call me or contact me via email?

- Not Delivered - Retry You said: I cannot wait (40 minutes) much longer. Is there someone that can call me or contact me via email? Send failed. Click to interact. You said: I cannot wait (40 minutes) much longer. Is there someone that can call me or contact me via email?

- Not Delivered - Retry You said: I cannot wait (40 minutes) much longer. Is there someone that can call me or contact me via email? Send failed. Click to interact. You said: I cannot wait (40 minutes) much longer. Is there someone that can call me or contact me via email?

- Not Delivered - Retry You said: Is anyone there? Send failed. Click to interact. You said: Is anyone there?

- Not Delivered - Retry

Answer 1

Dear Pat,

Thank you for using our Microsoft Community Forum.

When a user needs to perform an account recovery, the standard processis to review the **security verification information and the account recovery form.**Therefore, unfortunately, we have no other channels to help you recover your account.

Help with the Microsoft account recovery form - Microsoft Support

Reset a forgotten Microsoft account password - Microsoft Support

The community only provides technical support for the software and does not recover the account, and for theaccount data, unfortunately no member of the community can accessthe server backend datato restore it. Account data is stored on highly encrypted servers and very few people have access to these servers.

On the flip side, it will bea huge information security crisisif any worker in the community has direct access to a user's Microsoft account data.

In conclusion, I regret this. But hopefully, the information I've provided above will give you a better understandingof your Microsoft account security policies.

Unfortunately, based on your description and communication with the support staff, it appears that your account may have been compromised and used for activities that violate Microsoft's protocols, resulting in the disabling of your account. Unfortunately, the solution offered by the community is in line with the support staff, and your only recourse is to try to retrieve your account via the account recovery form: https://account.live.com/acsr if you have not added any additional authentication methods.

If you have any other updates about this matter, you can contact us by replying to this post.

Note: Be sure to block personal information (email/phone/name, etc.). (If not, please ignore)

Sincerest greetings

Linn |Microsoft Community Support Specialist