Why Can't I get help with compromised xbox/Microsoft account?

Elijah Riggs 0 Reputation points
2026-09-08T09:35:40.6966667+00:00

A few weeks ago around August 28th a long time account I've had was compromised.that email was ******@gmail.com. The two factor authentication was removed and the email and password was completely changed to something else. I have filled out the account recovery form and it has been weeks and I have heard nothing. And recently today I went to try to gain access to the account and I'm being told that the email doesn't exists.

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  1. Hornblower409 14,425 Reputation points
    2026-09-09T04:08:07.0766667+00:00

    @Elijah Riggs said

    the email and password was completely changed to something else. I have filled out the account recovery form and it has been weeks and I have heard nothing

    You can resubmit the Account Recovery form
    https://support.microsoft.com/en-us/account-billing/account-recovery-unsuccessful-dc56c3e3-dff0-4ed5-8edb-60290eea6b53

    But if the hackers have changed all of the Security Settings on the account and put back Two Step Verification, then I am sorry, but the account is lost.

    And recently today I went to try to gain access to the account and I'm being told that the email doesn't exists

    If the hackers have replaced the email alias that you used to sign-in to that account, it will show as does not exist.

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  2. AI answer

    2026-09-08T09:35:57.44+00:00

    For a compromised personal Microsoft/Xbox account, support cannot manually restore access, send password reset links, or change account details. If two-step verification was turned on and the alternate verification methods are no longer accessible, there is no agent-assisted bypass.

    What can still be done:

    1. Use the Sign-in Helper first if the current recovery options are not recognized.
    2. Submit the Account recovery form again using the original account details and a working contact email.
    3. Complete the form from a device and location previously used to sign in to that account, such as the usual home PC/network.
    4. Add as much exact information as possible:
      • old passwords
      • Outlook/Hotmail contact names and exact email subject lines
      • Skype ID or contacts, if used
      • Xbox console hardware ID from a console used frequently
    5. Check the working contact email, including spam/junk, for the recovery result. Microsoft states the result is sent within 24 hours.
    6. If the result says the account could not be verified, the form can be retried up to two times per day with more detail.

    About the message that the account does not exist: if the original sign-in email was changed during the compromise, that message can appear. The documented path is still to use the recovery process with the original account information and, if standard reset options are not recognized, use the Sign-in Helper.

    If access is regained, immediately run a full malware scan on the PC before changing the password, then review connected accounts, forwarding, and automatic replies.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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