Locked Out of my New Account

Question

I recently got my entire Microsoft stolen by scammers, who changed all the relevant info at once, leaving me unable to recover it through any means. Either way, I made a new account and bought Minecraft with it again. Thing is, I had a lot of trouble getting signed out of my old stolen account from all applications and as a result had to receive a lot of verification codes in my email. A couple of days ago, I tried signing in to play my new copy of Minecraft and could not receive a verification code at all. For some reason, Microsoft offers me no way to use the password I had just set and I assume there is a hold on my account. I already waited over 24 hours after the last time I even tried to request a code (at this point likely 48+ hours since I actually got a code sent) and still I get "We couldn't send the code. Please try again.". I even tried the account recovery form, but for an account I had just made and inputted all the information for myself, Microsoft told me I had not provided enough information (likely impossible due to account age and lack of information). Is there anything I can do at all? Even speak with a human being through phone or email. I purchased a product and would like access to it.

Answer 1

Hello nick j,

Welcome to Microsoft Q&A forum.

Before we proceed, may I know if you are able to log in to the Microsoft website or any other Microsoft apps beside Minecraft?

In the meantime, please try this quick fix to see if this helps.

• Type "Credentials Manager" in the search bar and press Enter.
• Go to Windows Credentials.
• Remove all entries:
  1. Contains "Xbl"
  2. Related to the hacked account.
  3. Related to your current account.
• Restart your computer.

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Answer 2

Based on the described situation (new personal Microsoft account, repeated verification-code issues, and a failed recovery form), only the following supported options are available:

1. Try different ways to receive verification codes

• If the account still has more than one security method (phone/email), sign in and go to Advanced security options and select Add a new way to sign in or verify to add another method, then remove the one that is not working, as described in:
  • Troubleshoot Microsoft verification code issues → "I've lost access to my Microsoft account security info".
• If codes are not arriving to a specific phone/email, choose another method if available, or wait until that phone/email can be accessed again. Support agents are not allowed to send verification codes or change account details on your behalf.

2. If access to some security info is lost, but not all From Troubleshoot Microsoft verification code issues:
3. Sign in to the Advanced security options page.
4. Select Add a new way to sign in or verify and set up a new phone/email.
5. Confirm it with the code sent to that new method.
6. Expand the old security method that is no longer usable and select Remove.
7. If access to all security info is lost Also from Troubleshoot Microsoft verification code issues:
8. Begin sign-in to the Microsoft account.
9. At the "Verify your identity" prompt, select I don't have any of these.
10. Follow the instructions to replace the security info.
11. After replacement, there is a mandatory 30‑day wait before normal sign-in is allowed. During this period, the account is restricted.
12. If the password is not accepted or is forgotten

• Use the account recovery form as documented in Help with the Microsoft account recovery form. This is an automated process; if the form says there is not enough information, the system has not accepted the ownership proof and there is no manual override.

5. When verification codes still do not arrive From Troubleshoot Microsoft verification code issues:

• If codes still do not arrive, another method must be chosen, or it is necessary to wait until the listed phone/email can be accessed.
• Support agents cannot send password reset links, verification codes, or directly change account details.
• If sign-in is blocked more generally, use the sign-in helper tool to diagnose common sign-in issues.

6. Contacting Microsoft Support / speaking with a person While support cannot bypass security or directly unlock the account, it is possible to speak with an agent for guidance:

• Use the Sign-in helper: Sign-in helper.
• For additional help, go to Contact Microsoft Support: Contact Microsoft Support, enter the problem (for example, “recover account” or “verification code issues”), select Get Help, then choose Contact Support to be routed to chat or other available options.
• An existing or new Microsoft account can be used to sign in to the support portal; agents can explain options but still cannot override verification or recovery decisions.

7. If the original (stolen) account is unrecoverable

• If the previous account’s security info was fully changed by the attacker and the recovery form is unsuccessful, that account is considered unrecoverable according to the guidance in the referenced Q&A answers.
• Minecraft purchases tied to that old account may not be recoverable; the Minecraft support team must be contacted separately for product-specific options.

In summary, for the new account that is not sending verification codes, the supported paths are: add/replace security info if any method still works, complete the “I don’t have any of these” flow and wait the 30‑day restriction if all methods are lost, and use the sign-in helper plus Contact Support for live guidance. There is no supported way for an agent to manually push a verification code, remove a hold, or override a failed recovery attempt.

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References:

• Troubleshoot Microsoft verification code issues
• Microsoft account has been locked
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• My account got hacked. - Microsoft Q&A
• Need help with hacked microsoft account - Microsoft Q&A
• My account got hacked - Microsoft Q&A
• How do I send an email to Microsoft about my account being hacked and taken over by <removed> ? - Microsoft Q&A