Hacked Mircosoft/Xbox account

Because the promised 48-hour window has passed, contact Microsoft Support from a separate working account and request a status update on the existing case, quoting its case number rather than opening another duplicate request.

Follow up on the existing case

1. Open Contact Microsoft customer support and select Personal account.
2. Describe the issue as: “Compromised Microsoft/Xbox account; original sign-in alias removed; existing recovery case overdue.”
3. Select Get Help, then Contact Support if offered.
4. Sign in with another accessible Microsoft account if necessary.
5. Provide:
   • Existing case/reference number
   • Date the case was opened
   • Original sign-in address
   • Xbox gamertag
   • The working contact email used in the case
   • The message stating that resolution was expected within 48 hours
6. Ask the agent to check the existing case status and confirm whether another response or verification step is pending.

Support availability depends on the issue and region and may include browser chat. Agents cannot directly reset passwords or change account security details, so the objective is to locate and progress the existing review—not ask an agent to manually restore the alias.^1^

Also check the working contact email’s Junk/Spam, deleted items, and inbox rules for the case response.

If the submitted request was not the recovery form

The official route for an “account doesn’t exist” message is the Microsoft account Sign-in Helper. It checks the supplied original email address or phone number and presents the available recovery or agent-assisted path.^2^

If it directs you to the recovery form:

• Use an email address you can currently access for replies.
• Submit it from a familiar device and location previously used with the account.
• Include old passwords and the hardware ID of the Xbox console used most frequently—preferably the older console if you recently replaced it.
• Answer as many questions as possible; Microsoft says incorrect guesses do not count against you.
• Microsoft documents that recovery-form results are sent to the working contact address within 24 hours. If verification fails, another request can be submitted, up to two times per day.^3^

Do not repeatedly resubmit while the current case is still pending unless Support confirms that it was closed, rejected, or requires a new submission.

Important limitation

If two-step verification was enabled before the takeover and none of the registered verification methods or recovery options remain accessible, Microsoft states that support cannot bypass those protections. Support agents are also not permitted to send password-reset links or directly change account details.^3^

If recovery is ultimately unsuccessful, ask Support about suspending the compromised account to prevent further use. Immediately secure the separate email account, payment methods, and any other accounts that reused the same password. If access is restored, first run a full malware scan, then change the password and inspect account settings.^4^

Do not post the gamertag, email addresses, console serial number, payment details, recovery codes, or support case number publicly.

References

1. Contact Microsoft customer support | Microsoft Support
2. Microsoft account sign-in helper | Microsoft Support
3. Help with the Microsoft account recovery form | Microsoft Support
4. How to recover a hacked or compromised Microsoft account | Microsoft Support