My XBOX/Microsoft account was hacked, and I can't log back in to cancel gamepass, or even change my password or Email

Copinotcool 0 Reputation points
2026-10-03T22:24:42.07+00:00

I've had this account for around 3/4 years, and I've never had problems about my account being hacked, but a week ago, my account was invaded and the hacker changed my password, email, everything, and now i can't log back in

I can't lose this account, both me and my brother play on it everyday and it has multiple games, INCLUDING the xbox gamepass, which I can't cancel. So if I can't get my account back, PLEASE cancel the gamepass.

The original email of the account was [Moderator Note: Personal Info Removed]@gmail.com, the password was '[Moderator Note: Personal Info Removed]' or '[Moderator Note: Personal Info Removed]', i'm not sure, the username was [Moderator Note: Personal Info Removed], and I think the original phone number was +[Moderator Note: Personal Info Removed]. Please help me on this, I really can't lose this account at ALL.

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  1. Chloe-V 13,450 Reputation points Microsoft External Staff Moderator
    2026-10-04T03:31:13.1533333+00:00

    Hi @Copinotcool

    Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

    I’m sorry you’re dealing with this, especially since the account contains games used by both you and your brother.

    Since the account’s sign-in information was changed, please complete the Microsoft account recovery form using a device and location previously used with the account, if possible. Include accurate details such as previous passwords, the Xbox gamertag, the hardware ID of a frequently used console, earlier aliases, and purchase or Game Pass billing information.

    Account recovery and subscription billing should be handled separately. Because you cannot access the affected account, sign in to Microsoft Support with the new account you created and explain that the original account was compromised and still has an active Game Pass subscription.

    Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas only.

    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.  

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  2. AI answer

    2026-10-03T22:24:57.2766667+00:00
    1. Start with the Microsoft Sign-in Helper for a hacked account. It can guide the recovery path and may offer the option to talk to an agent: Start
    2. Before changing or resetting anything, run a full malware scan on the PC:
      • Open Windows Security
      • Go to Virus and threat protection
      • Select Scan options > Full scan > Scan now
    3. If access is still blocked, use Forgot my password and choose I think someone else is using my Microsoft account during sign-in recovery.
    4. If standard recovery does not work, use the Microsoft account recovery form. Use a working email address that can receive updates about the request. Microsoft reviews recovery form answers and responds within 24 hours.
    5. If unusual sign-in alerts were received and account access is still possible anywhere, go to Security basics and select Review activity. For activity that is not recognized, choose This wasn't me or Secure your account.
    6. If the account is recovered, immediately:
      • Change the password
      • Review connected accounts
      • Review forwarding
      • Review automatic replies
    7. Microsoft support can help route the case through Contact Support, but support agents cannot send password reset links or access and change account details.
    8. If the account cannot be recovered, subscription cancellation is not available without account access. In that case, the accepted guidance is to contact the bank and request that Microsoft charges be blocked to stop renewal charges.

    Do not post passwords, phone numbers, recovery details, or other personal account data in public threads.

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

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