Microsoft sing in issue

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Microsoft sing in issue

Brett Kingsbury 0

I have contacted microsoft multiple times regarding my issue I just recently got a new Xbox again I sold my old one which I can access the old Xbox as it's still linked to this account I'm using but I can only get certain info off of it I no longer am able to use my email for my main account as it was deleted by yahoo for inactivity furthermore I no longer have the phone number that is listed on the account however I do remember my old phone number but can't access it to get the security code from it I keep calling microsoft and submitting new reports to be able to get back in to no avail I have roughly 10k invested in that account I can remember each and every game on that account I know virtually all my info on that account except one thing and that's what my favorite food was as a security question when I submit the card number I used for my purchases it can't locate the account either because the form only let's me select expiration date of 2025 and above and my card expired in 2024 so basically if u don't use an account for a year it's impossible to recover based on what info microsoft asks as an identifier I'm frustrated I had other very important info on this account and it is imperative I get it back if I was able to reach a live agent by any means I could fully prove I own the account however there is no way to contact a live agent you are microsoft one of if not the largest company in the world aside from Google why is it you have no representatives anymore so I can explain this in detail and get my account back

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Chloe-V 10,775 Microsoft External Staff Moderator

Hi Brett Kingsbury

I’m sorry you have been dealing with this repeatedly, especially with so many purchases and years of gaming history attached to the account.

Since you can still access the account on the old Xbox, obtain the hardware ID from that console and include it in your next recovery submission. The recovery form specifically requests the hardware ID of a frequently used Xbox, and information from the old console may be more useful than details from the new one. Also provide previous passwords, billing information, and any other historical details you can remember.

Start with the Microsoft account Sign-in Helper, then retry the account recovery form. A rejected form may be submitted again up to twice per day.

Unfortunately, community moderators and support representatives cannot manually change the recovery email or phone number, send a password-reset link, or approve ownership based on purchase receipts alone. If two-step verification was enabled and none of the registered verification methods are accessible, that protection cannot be bypassed.

Thank you for your understanding.

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.

Brett Kingsbury 0 Reputation points

2026-07-30T14:30:08.9366667+00:00

I don't have access to that xbox anymore I sold it years ago I can obtain some information as my current microsoft account still lists the old xbox on it but that ID is not one of the pieces of information I can get from it furthermore the info I've passed on in the account recovery form is 100 percent correct and it is microsofts info that is somehow incorrect I even somehow found my old card I used to make purchases on that account yet on your form it's impossible for me to mark the cards correct expiration date for the card because it exp a year prior to the oldest year that the form allows me so the form itself doesn't allow me to enter the correct information I'm not saying they can manually bypass two step verification but I can't possibly enter correct information in account recovery form as the options prevent me from doing so
Chloe-V 10,775 Reputation points Microsoft External Staff Moderator

2026-08-02T06:22:24.3366667+00:00

Hi Brett Kingsbury

Thank you for clarifying. I understand that you no longer have access to the old Xbox and that the recovery form does not allow you to enter the correct expiration year for your old card.

Unfortunately, forum moderators cannot modify the recovery form, manually verify account ownership, or restore access to the account. You may contact Microsoft Support to report the issue with the expiration date options provided in the form.

Thank you for your understanding.