Account does not exist anymore after my son did something on xbox

If the affected profile remains on the Xbox, retrieve the changed sign-in address from that profile and use it—not the now-unrecognized MSN address—to identify the account in Microsoft’s recovery form.

1. Check the Xbox for the changed alias

On the Xbox:

1. Open Profile & system.
2. Select Profile.
3. Look beneath the profile name or Gamertag for the associated email address.
4. If the complete unfamiliar address is visible, record it privately. Do not post it here.

For this specific “account does not exist” scenario, the changed address can be entered in the recovery form’s What Microsoft account are you trying to get back into? field.^1^

Open the Microsoft account recovery form, then:

• Enter the changed address as the account being recovered. This identifies the existing account; it does not concede that the address belongs to you.
• Supply a separate, working email address where Microsoft can contact you.
• Complete the form from a familiar device and location, if possible.
• Include old passwords, exact Outlook subject lines and contacts, Microsoft 365 purchase information, and the hardware ID of an Xbox frequently used with the account.

Microsoft normally sends the result to the contact address within 24 hours. If verification fails, the form can be attempted up to twice per day.^2^

If the Xbox shows only a masked address, the profile is unavailable, or the form still cannot verify ownership, proceed directly to live support.

2. Request live account-security support

1. Open Microsoft’s support page: ^3^
2. Sign in using another accessible Microsoft account. Create a temporary account if necessary.
3. Enter Account recovery or Account hacked or compromised.
4. Select Get Help.
5. Scroll down and select Contact Support.
6. If category choices appear, select:
   • Other Products
   • Manage account security
7. Select Chat with a support agent in your web browser if offered.
8. Provide a safe contact email and state:
   • The original MSN sign-in now reports that the account does not exist.
   • An unfamiliar alias appears on the Xbox verification prompt.
   • The account owns Microsoft 365 and is linked to Xbox, Outlook, and OneDrive.
   • Recovery using the original address is impossible.
   • You need the available compromised-account security review options.

This is the supported route for asking whether further review is available when an alias and security information may have changed.^4^ The hacked-account Sign-in Helper can also display relevant self-help or offer an agent option.^5^

Support must still verify ownership. Agents cannot send password-reset links, bypass two-step verification, or directly change protected account details.^2^

3. If a security-information change is still pending

This applies only if signing in produces Your security info change is still pending or You can’t access this site right now.

1. Open the Microsoft account Security page from the affected signed-in session.
2. In the pending-change window, select let us know.
3. Follow the prompts to report that you did not request the change.

When all security information is replaced, Microsoft places the account in a restricted state for 30 days. The waiting period cannot be expedited, but an unauthorized change can be reported from that pending-change screen.^6^

Protect related accounts and payments now

• Run Windows Security → Virus & threat protection → Scan options → Full scan → Scan now before changing passwords.^5^
• Change the passwords and enable two-step verification on every other accessible email or Microsoft account.
• If payment information was attached, contact the bank or card provider through its official channel and ask it to prevent further unauthorized charges—not merely dispute existing ones.^7^
• Do not share passwords, verification codes, recovery codes, full card details, receipts, or the unfamiliar address in this public forum.

References

1. My Account has been hacked and the email has been changed. - Microsoft Q&A
2. Help with the Microsoft account recovery form | Microsoft Support
3. Contact Microsoft customer support | Microsoft Support
4. Compromised Microsoft account — alias changed, can't recover via self-service - Microsoft Q&A
5. How to recover a hacked or compromised Microsoft account | Microsoft Support
6. What does “Security info change is still pending” mean? | Microsoft Support
7. How to investigate a billing charge from Microsoft | Microsoft Support