Unauthorized purchase by hacking into my account

Question

Someone hacked my account and purchased a game for 30€ in form of a gift. It seemed to be already used so there are problems in the refund process. What can I do?

Answer 1

Hello, good day and thanks for your question. To add to the above, you may try to check and see if you will be able to request and be granted of a refund as "Some Products are not eligible for return or refund; unless otherwise provided by law or by a particular offer, all purchases of these types of Products are final and non-refundable. Products ineligible for return and refund include, but are not limited to, the following:"

Digital apps, games, in-app content, in-app subscriptions, movies, TV shows, and associated content except Digital Game Products and Microsoft Subscription Services.

Third-Party subscription services billed through Microsoft.

gift cards and service/subscription cards (e.g., Skype, Xbox Live)

products that have been personalized or customized

special order products, if not part of a Store promotional offering.

random access memory ("RAM") products.

services that have been performed or consumed.

clearance items or those marked with a designation such as "Final Sale" or "Non-Returnable".

Reference links: https://support.microsoft.com/en-us/account-billing/get-a-refund-on-apps-and-games-bought-from-microsoft-81629012-aa4f-f48b-2394-8596f415072b

https://www.microsoft.com/en-us/store/b/terms-of-sale

Open the link below on a browser and you can go through the refund process from there.

https://support.xbox.com/en-us/help/subscriptions-billing/buy-games-apps/refund-orders

This also means that the payment method or the card that you are using got caught somewhere from the last time that you have used it and this has caused an unauthorized charge and in this case it is best to reach out to the bank to block and replace your card to avoid additional or future unwanted charge/s. It is also a good measure to temporarily lock it from the bank's website or the bank's mobile app to ensure that you will not have an unauthorized charge while this is still being figured out.

Answer 2

If your account has been hacked and unauthorized purchases have been made, you should take the following steps:

1. Contact Microsoft Support: Since the purchase was unauthorized, reach out to Microsoft Support directly to report the issue. They can assist you with disputing the charge and potentially recovering your account. You can use the support contact page and select the appropriate options for account recovery and security issues.
2. Check for Refund Eligibility: If the game was already used, this may complicate the refund process. However, you can still inquire about your options for a refund through Microsoft Support. They may provide guidance on how to proceed if the item is not eligible for a standard refund.
3. Secure Your Account: Change your password immediately and enable two-factor authentication if you haven't already. This will help prevent further unauthorized access.
4. Monitor Your Account: Keep an eye on your account for any additional unauthorized transactions and report them as soon as possible.
5. Follow Up: If you do not receive a satisfactory response from Microsoft Support, consider following up or escalating the issue to ensure it is addressed.

Taking these steps can help you resolve the issue and secure your account against future unauthorized access.

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References:

• Fraud charges on microsoft account - Microsoft Q&A
• Managing refunds and chargebacks from your service