Recovered account - Purchase history gone

Question

In the beginning i was trying to login to my account but another email address [Moderator Note: Personal Info Removed]@bibimail.net appeared default to put password. I removed my account, all authentication tokens and managed to set it up.

Now that i have access, all products purchased from MS and XBOX store do not exist. My purchase history is gone.

On xbox that i still have not removed the account [Moderator Note: Personal Info Removed] appears again when i try to login. I have to do the same.

Obviously someone took over my account and replaced my email address. Can i get some help ?

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Moved to Windows for home | Windows 11 | Accounts, profiles, and login

Answer 1

Hi K C

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

I’m sorry you’re experiencing this. Based on the information provided, it appears there may be a discrepancy between the account you recovered and the account that was originally used for your Microsoft Store and Xbox purchases.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas only.

Please take these steps:

• Secure the account first by changing the password, reviewing recent sign-in activity, and removing any unfamiliar security information or devices. Follow Microsoft’s official guidance here: Recover a hacked or compromised Microsoft account.
• Check Microsoft Store order history and make sure you are signed in to the exact Microsoft account that was used for the purchases. Expand the date range under Payment & billing > Order history
• Do not remove the remaining Xbox profile from the console yet. Keep a record of the original gamertag, the unfamiliar profile name, the console serial number or hardware ID, previous account aliases, purchase receipts, order numbers, and payment evidence.
• Contact Microsoft Support and explain that the account may have been compromised, the sign-in alias may have been changed, and the recovered account no longer shows your Microsoft Store or Xbox purchases. Ask them to verify whether you recovered a different Microsoft identity or whether the original account’s sign-in information was changed.
  • Click Show expanded list of products
  • Select Outlook > Get Home support
  • Type Outlook live chat in the search box, then select Get Help > Contact Support
  • If you can’t sign in to the affected account, sign in with a different Microsoft account to access support options
  • Under Products & Services, select Other Products > Outlook, then choose Chat with a support agent via web browser

Thank you for your understanding. 

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