5 days and no tech support can help

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5 days and no tech support can help

lilly 7 0

I changed my user login on my xbox and Microsoft locked the account. I recently bout a 1 year subscription pass and now due to the incompetent team at Microsoft my account is locked despite providing the verification email and emailing them repeatedly that I was the one who made the change. I keep being routed to outsourced support who keeps asking the same questions repeatedly. I told customer support my email was compromised and I would be changing it and the told me not to use or access for 2 days which I did. I told them several times in the same chat to use the recovery email when they need to contact me. They never contacted me and lied and said they did several times. I have just the one email that they sent and I responded to. I change the xbox login because I realized that customer support is less than mediocre to deal with. I was fine on the xbox after changing. 3 days later and still no tech support to reverse the locked account because they do not know how to reverse it. Does anyone have any ideas how to go about fixing this? I have a family member using the Playstation and she said from the chat service Sony is able to fix her account even when she got hacked and they bought games on her account. Is there any kind of support for Canadian residents that we can contact via phone or email and have them look into this? The email is also locked and these people keep sending codes to the email instead of the recovery email.

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Answer 1

Submit the account-reinstatement form linked directly from the lock message; ordinary chat or phone agents cannot manually unlock the account or redirect its verification codes.

1. Use the route shown on the lock screen

Sign in at https://account.microsoft.com.
If “Let’s prove you’re human” appears, complete that verification.
If it does not appear, select the link beginning with aka.ms/ shown in the lock window.
Complete that reinstatement form and provide a working email address that you can access.
After submission, wait for Microsoft Online Safety to review it and respond by email. Do not submit duplicate reinstatement requests, because Microsoft states that additional requests can slow the review. Only this form authorizes the security team to review reinstatement; normal support agents cannot change the account for you.^1^

Since repeated chats have not resolved it, continuing to open ordinary support cases is unlikely to bypass this process.

2. Why codes are still going to the locked email

The contact/recovery email supplied to an agent or on a recovery form is not automatically added as a sign-in verification method. Email verification codes can go only to:

the Microsoft account’s primary alias, or
an address previously added as a sign-in verification method.^2^

That explains why telling support to contact the recovery address does not redirect automated security codes.

If the lock screen instead reaches Verify your identity, but every displayed method is inaccessible:

Select I don’t have any of these.
Enter a reachable replacement email or phone number.
Follow the prompts to replace the security information.
Expect a 30-day waiting period before sign-in after all security information is replaced. Support cannot bypass that hold.^3^

Do not repeatedly request codes; excessive requests can trigger another temporary block.

3. If the reinstatement form changes to an ownership-recovery request

Use the Microsoft account recovery form and supply a separate working contact email. For an Xbox-linked account, include:

The hardware ID from the Xbox used most frequently—preferably the older console if one was recently replaced.
Previous passwords.
Exact Outlook email subject lines and contacts, if applicable.
Billing and subscription details requested by the form.

Complete it from a device and location previously used with the account. Microsoft normally sends the result to the working contact address within 24 hours; an unsuccessful form may be retried up to twice daily.^4^

If two-step verification was enabled and none of its registered methods remain accessible, Microsoft states that support cannot override it or issue a password-reset link.

4. Canadian support options

For a personal-account support callback or chat:

Open the Windows Get Help app using another working Microsoft account if necessary.
Describe the issue as locked personal Microsoft account linked to Xbox.
Select Contact Support.
Choose the affected product and confirm.
Select either Chat with a support agent or Provide your phone number and a support agent will call you, if offered.

Contact methods vary by operating hours, product, scenario, and subscription.^5^

Microsoft lists Canadian phone numbers on its support page, but those numbers are identified as sales support, not a personal-account unlocking desk. Use Get Help for an account-support callback rather than expecting the sales line to reverse the lock.^6^

After access is restored, add a reachable independent email or mobile number under the account’s security settings before removing the compromised address. Avoid removing or replacing every security method simultaneously, because that can impose another 30-day restriction.

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