Account recovery

Question

My brother just had his xbox account hacked, email changed, his password was changed, and his recovery stuff was changed.

Is there anything that can be done to get his Xbox account back

Answer 1

Hi robert Jones,

Because an Xbox profile is tied to a Microsoft account, recovering the Xbox account depends on regaining access to the underlying Microsoft account. If your brother has not done so already, I would encourage him to complete the account recovery process as soon as possible and provide as much ownership information as he can.

When submitting a recovery request, encourage him to provide as much accurate information as possible, such as previous passwords, his Xbox gamertag, subscription or purchase history, and any other details only the account owner would know. If available, he can also contact Xbox Support for guidance specific to Xbox accounts. For more information, please visit https://support.microsoft.com/en-us/account-billing/how-to-recover-a-hacked-or-compromised-microsoft-account-24ca907d-bcdf-a44b-4656-47f0cd89c245

It's also worth checking the original email account for any security notifications about recent account changes, as those messages may contain helpful information.

Please note that this is a user-to-user support forum. Moderators, contributors, and external Microsoft employees cannot access account records, reverse account changes, or intervene in the recovery process. Microsoft's account recovery system and Xbox Support are the appropriate channels for assistance.

Hopefully your brother is able to verify ownership and regain access to the account soon. I know this isn't the news you were hoping for, but I wanted to make sure you got the most accurate information about your situation. Thank you so much 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.

Answer 2

Yes, but recovery is limited to Microsoft’s account recovery process.

1. Start with the hacked account flow and the sign-in helper tool:
   • Use the tool on the hacked account recovery page.
   • It can guide to self-help steps or offer the chance to talk to an agent.
2. If sign-in is still blocked, try password reset from the Microsoft sign-in flow:
   • Select Forgot my password.
   • If prompted, choose I think someone else is using my Microsoft account.
   • Follow the recovery instructions.
3. If the account email, password, and recovery details were changed, submit the Microsoft account recovery form:
   • Use a working email address that can receive Microsoft’s reply.
   • Provide as much detail as possible: old passwords, Outlook contacts and exact email subject lines if used, Skype details if used, and the hardware ID of an Xbox console used frequently with the account.
   • Wrong guesses do not count against the form, and more detail improves the chance of verification.
4. Important limitation:
   • If two-step verification was turned on and access to all alternate verification methods is gone, Microsoft support cannot reset the account or change account details.
   • Support agents are not allowed to send password reset links or access and change account details.
5. After submitting the recovery form:
   • Microsoft sends the result to the working email address provided, within 24 hours.
   • If the account is not verified, the form can be retried up to two times per day.
   • If verified, instructions are sent for signing back in.
6. If the account is recovered, immediately secure it:
   • Run a full malware scan on the PC first.
   • Then change the password.
   • Review account settings such as connected accounts, forwarding, and automatic replies.
   • On the Microsoft account Security basics page, review recent activity and mark suspicious sign-ins with This wasn't me or Secure your account.

For the Xbox profile specifically: if the Xbox account is tied to that Microsoft account, getting the Xbox account back depends on recovering the Microsoft account.

---

• How to recover a hacked or compromised Microsoft account
• Help with the Microsoft account recovery form
• Help with the Microsoft account recovery form
• Help with the Microsoft account recovery form
• What happens if there's an unusual sign-in to your account
• My username and password have stopped working