Hacked Microsoft/Xbox Account - Please help!

Question

So 3 days ago my Microsoft account was compromised. My parents credit card had a $1100 fraudulent charge that got denied. Furthermore, I can no longer sign in on Xbox under my previous gamertag. My Xbox sign in page pops up with the hacker's email attached to the account.

I also cannot sign in on my computer into my Microsoft account. I can, however, sign in on the Microsoft website to an account using the same email, which I kind of accidentally created. Only, its not the same account, just a new account with the same email.

I filled out the recovery form, yet haven't gotten a response yet (neither confirmed nor denied). Now, when I go to fill out the form again, it's not the same. Previously, it asked for all sorts of information (gamertag, Xbox live device ID, etc), but now, all it takes me through is a password reset. It aks for no information.

I am completely lost on what to do. All my Microsoft information (onedrive, previous purchases, linked family accounts, linked Xbox account) are gone.

Please help. I've been on the phone with Microsoft and they are not helpful.

Answer 1

Hi @Scott Kelley and sorry to hear about your issue. An XBOX account is tied to a Microsoft account whose main alias /email can be changed. In that case the Microsoft account recovery form is the fastest way to get your password reset if you can provide enough info. If not you can keep retyring if you can provide new information. Please go once more trough the Help with the Microsoft account recovery form for tips and suggestions that can improve your chance of recovery such as:

1. Fill out the form from a recognized device and location.
2. Answer as many questions as you can as thoroughly as possible. If you’re not sure, guessing is ok — wrong answers don’t count against you
3. You'll be asked to provide the hardware ID of a console that you’ve used frequently. Make sure you get the ID from a console you use a lot
4. Check your web browsers to see if you saved a password there

After you complete the form, you'll receive an email acknowledging that your request has been received. You’ll then receive a response to that request within 24 hours. If that's not the case please reach back to us.

My suggestion is to delete the accidentally created Microsoft account (due to sharing the old email address) and create or use a different one for recovery purposes to avoid any confusion.

Answer 2

If an account access problem then try resetting via the account recovery form
https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

Use the Get Help app here to chat online with someone
https://support.microsoft.com/ContactUs

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