Urgent: I cannot access the Microsoft account containing my Minecraft purchase

Question

Hello Microsoft Support,

I need help recovering the Microsoft account that owns my purchase of Minecraft: Java & Bedrock Edition for PC.

I have the original Microsoft purchase receipt, but I can no longer access the account that contains the purchase.

When I tried signing in using my email address [PII Removed], Microsoft told me that there was no Microsoft account or Xbox account associated with that email address. I then tried creating a new Microsoft account using that same email address, and Microsoft unfortunately allowed me to create one. However, the new account does not have my Minecraft purchase.

Because Microsoft said that my original email address did not have a Microsoft/Xbox account, and I was able to create a new account with that same email address, I am wondering if my original Microsoft/Xbox account may have been deleted or otherwise disconnected from my email address.

When I try to sign in through Minecraft, Microsoft instead shows an Outlook account that I do not recognize:

[PII Removed]

Microsoft also asks me to verify an email address starting with sk and ending in @rift.lc, which I do not recognize and do not have access to.

I have tried Microsoft's Sign-in Helper and account recovery process, but I have not been able to recover the account.

I am concerned that something may have happened to the original account because I do not recognize the account or recovery email that Microsoft is showing me.

I have proof of purchase from Microsoft:

• Product: Minecraft: Java & Bedrock Edition for PC
• Purchase date: November 17, 2025
• Order number: [PII Removed]
• Original email: [PII Removed]
• Minecraft username: [PII Removed]

I can also provide the original Microsoft purchase receipt and/or an order link so that you can verify the purchase.

Purchase/order link: [PII Removed]

Please could a Microsoft support agent investigate what happened to the original account and help me recover the account containing my Minecraft purchase?

I have saved for a long time to purchase Minecraft, and I really don't want to lose access to the game because I can no longer access the account.

Thank you very much for your help.

Kind regards, Rami Saraiji

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Moved from Outlook | Web | Outlook.com | Account management, security, and privacy

Answer 1

Hi Rami Saraiji

Thank you for the detailed information.

As this is a public community forum, we cannot access Microsoft accounts, investigate account ownership, view orders, or recover accounts on your behalf.

The fact that Microsoft is showing an unknown Outlook address and an unrecognized recovery email may indicate that the original Microsoft account was compromised or that the sign-in alias was changed. However, only Microsoft Account Support can investigate this.

Since you still have the original purchase receipt and order details, I recommend contacting Microsoft Support directly and providing proof of purchase, your Minecraft username, and any additional account information you can remember:

• Microsoft Account Recovery: https://account.live.com/acsr
• Microsoft Support: https://support.microsoft.com/contactus

Be sure to explain that the email address can now be used to create a new Microsoft account, that the Minecraft license is missing from the newly created account, and that Microsoft is displaying an Outlook account and recovery email that you do not recognize.

For privacy and security reasons, please remove any personal email addresses, order numbers, and other account details from your public forum post.