Daughter has lost all access to all Microsoft products

Question

My 16 year old daughter has lost access to her xbox account her email account basically all Microsoft products she had,

I set up her email a few years back so she could use xbox live however recently she has been signed out of everything and we dont know the password as I think its been hacked and changed.

When doing account recovery it ask questions about last emails subjects etc although she never used email regularly so cant possibly say when I set it up I added my email as a recovery email which I get an email for but then it ask all sorts of impossible questions and also sends a code to a phone number we dont recognise (it only shows last 3 or 4 digits) but its not a number we've ever had.

So we keep failing the verification check and I cant seem to speak to a real person. My daughter has aload of digital games we have purchased for her and im still paying for her xbox live on a account we cant no longer access.

Any advice please on how to speak to a real person when I have went to support its always just ai and refuses to get me to a person eother via call or online chat

Answer 1

Hi Gaz Harrison,

I understand how serious this is, especially because the account contains purchased games and an active Xbox subscription.

Please note that this is a user-to-user forum, so contributors cannot access the account, change its security information, or restore access.

Since the recovery requests have been unsuccessful and an unfamiliar phone number appears, the most practical next step is to contact Microsoft Support through live chat:

1, Visit the Microsoft Support contact page: Contact - Microsoft Support  

2, In the search bar provided on the page, type "Account recovery" and press Enter.  

3, Click on the "Get Help" button that appears.  

4, Scroll down the page until you see and click on the "Contact Support" option.  

5, When prompted to select your product or service, choose "Other Products".  

6, For the category, choose "Manage account security".  

7, Look for and click on "Chat with a support agent in your web browser".  

8, Confirm your personal email when prompted - this is the email Microsoft will use to communicate with you during and after the support session.  

9, When connected, clearly explain your situation. Be concise but include all relevant details.  

The available contact options can vary by region, time, and sign-in status. A support agent can review the available support path and address the subscription concern, but cannot bypass account-ownership verification, manually replace security information, or send a password-reset link.

You may also review Account recovery unsuccessful - Microsoft Support . The article recommends using the Sign-in Helper when the additional security information is not recognized and confirms that another recovery request may be submitted up to twice per day.

I hope the live-chat option helps you reach the appropriate account-support team.