How to remove an alternate email that isn’t connect to you or your family

Question

I can’t access my password or privacy information as someone has logged into my account and changed the alternate email to their email so I don’t receive any emails or can’t access my Xbox

Answer 1

Hi Harry Bassett

Thank you for reaching out to the Microsoft Q&A Forum. I'm really sorry you’re going through this. I know how stressful it is when someone gains access to your account and changes your security info.

Please kindly note that this is a public community forum, I do not have the ability, tools to unblock, recover accounts or bypass security. Only Microsoft’s official recovery process can restore access.

Just to confirm, are you able to sign in to your Microsoft account at all on any device/browser, or are you fully locked out now?

Here's what you can do next:

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

Even if you already tried, Microsoft allows retrying recovery and provides guidance to increase success:

• Go to: https://account.live.com/acsr
• Enter your original 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 try to fill out this official recovery form (Xbox) here: Recover your Microsoft account - Xbox Support

This form may be more effective for accounts with Xbox subscriptions. 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.

For more details, you can see this official guide: How to recover a hacked or compromised Microsoft account - Microsoft Support

If both of the above forms get rejected or don't work, please let me know so I can guide you further. Thank you so much for your understanding and patience.

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Answer 2

If someone has logged into your account and changed the alternate email, you will need to regain access to your Microsoft account. Here are some steps you can take:

1. Recover Your Account: Go to the Microsoft account recovery page and follow the instructions to recover your account. You may need to verify your identity using information associated with your account.
2. Use Security Information: If you have set up security information (like a phone number or another email), use that to reset your password and regain control of your account.
3. Contact Microsoft Support: If you cannot recover your account using the above methods, contact Microsoft Support for assistance. They can help you regain access and remove any unauthorized alternate emails.
4. Secure Your Account: Once you regain access, change your password and review your account security settings to prevent future unauthorized access.

It's important to act quickly to secure your account and prevent any further issues.

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References:

• Hacked account - Microsoft Q&A
• Remove an email alias from a user