I can’t log into my Xbox account

Question

My Xbox account has been locked and is asking me for the password of an old email address. I have rang Xbox and they told me to complete a form but they are saying there is insufficient information

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Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Hi leah farrall

Thank you for reaching out to Microsoft Q&A Forum. I understand how frustrating this is, your Xbox account is locked and the recovery form saying there’s not enough information.

I can see there’s a Q&A Assist reply under your post. To avoid repeating it, could you tell me whether you’ve tried those steps yet, and what happens when you try?

In the meantime, here's what you should do next:

1. Fill out the Microsoft Account Recovery form (ACSR) with more specific details

• Go to: https://account.live.com/acsr
• Enter your locked email and an alternate email where Microsoft can contact you.
• Provide as many accurate details as possible, such as old passwords, frequent contacts/subject lines and submit from a familiar device/location.
• Wait 24–72 hours for a response. You may refine and resubmit up to twice per day.   
• Please see this official guide to help you fill out the form more accurately: Help with the Microsoft account recovery form- Microsoft Support

2. Use the Xbox Specialized Recovery Form

Please also fill out this official recovery form (Xbox) here: Recover your Microsoft account - Xbox Support 

When completing the form, provide as much detail as possible (such as gamertag, devices you’ve used, any aliases linked to the account). The more information you can give, the better the support team can verify ownership and restore access.

3. Contact Microsoft Support directly

In case both recovery forms don’t work or get rejected, please reach out directly to Support team:

• Go to Contact - Microsoft Support
• Search for "Account Recovery" in the search box.
• Click "Get Help" and press Enter, then scroll to the bottom and select "Contact Support”.
• When prompted to select Products & services, select "Other Products"; Under Category, select "Manage account security".
• Look for and select "Chat with a support agent in your web browser" (during business hours) or a similar callback option (if available). Explain your situation clearly.
• Persistence: It can sometimes take multiple attempts to reach a helpful agent or to get your case escalated. Some agents may still direct you back to the form, please let them know you’ve exhausted that option and request further assistance.     
• Please note that The Chat support team only works at certain times, so if the last window says you are not available, try to open it again the next day. If you prefer phone support, you can leave a phone number. That way, they can contact you back and help you further.

For more details, please check these official guides:

• Account has been locked - Microsoft Support
• Reset or recover your lost Microsoft account password | Xbox Support

Thank you for your patience and understanding. Please feel free to let me know how it goes.

Answer 2

If your Xbox account is locked and asking for a password from an old email address, you may need to follow specific steps to recover your account. Here are some suggestions:

1. Account Recovery: Visit the Xbox account recovery page and follow the prompts to recover your account. You may need to verify your identity using the information associated with your account.
2. Contact Support: Since you've already contacted Xbox support, ensure you provide them with as much information as possible about your account. If they mentioned insufficient information, try to gather any additional details that might help, such as previous passwords, account creation date, or any purchase history.
3. Security Information: If you have set up security information (like a phone number or alternate email), use that to reset your password or regain access to your account.
4. Follow Up: If the form you submitted does not yield results, consider following up with Xbox support to clarify what specific information is lacking and how you can provide it.

If these steps do not resolve your issue, you may need to continue working with Xbox support for further assistance.