LOST MY XBOX ACCOUNT AND MAIL IS LINKED TO BOTH ACCOUNT AND I CANT LOGIN

Question

LOST MY XBOX ACCOUNT AND MAIL IS LINKED TO BOTH ACCOUNT AND I CANT LOGIN

adam boberski 0

Hello my microsoft account got hacked. Hacker changed mail and delinked my old xbox profile (Gamertag: [Moderator note: PII removed] ). I managed to get acced to email but on my account its now new blank profile and old is discconected please help me getting it back thanks!

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Answer 1

Anonimowe

Disclaimer: you're posting on a Polish-locale forum and using another language, therefore I will engage using the same language as the original post. 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.

Hi adam boberski

I understand how frustrating it is, especially when your account and profile are suddenly changed. To better narrow this down, could you please confirm:

Are you currently signed in using the same email address that originally owned the Xbox profile, or a different one that was added by the hacker?
When you recovered access to your email, did you also complete the Microsoft account recovery process, or only regained access to the mailbox itself?
Please go to https://account.microsoft.com, do you still see your old email address listed under “Your info” > “Account info”, or has it been completely replaced?

Also, please check if you can still access your original account using recovery:

Go to: https://account.live.com/acsr
Enter your original email and an alternate email where Microsoft can contact you.
Provide as many accurate details as possible, such as old passwords, frequent contacts/subject lines and submit from a familiar device/location.
Wait 24–72 hours for a response. You may refine and resubmit up to twice per day.
Please see this official guide to help you fill out the form more accurately: Help with the Microsoft account recovery form - Microsoft Support

Please kindly note that this is a public user-to-user forum, I do not have the ability, tools to unblock, recover accounts or bypass security. Only Microsoft’s official recovery process can restore access.

Looking forward to your reply so I can assist you further. Thank you so much for your time and understanding.

adam boberski 0 Punkty reputacji

2026-05-04T10:03:22.6666667+00:00
the same as was used

ive never lost acces to my email but to my microsoft account and no i didnt used recovery form i just typed phone number they sent me code then they said that i need new password becasue account was probably stolen

wdym by old email address? i logged to my account using my email adress as i used before but i dont know if i created new microsoft account or if its my old one and why xbox app created my a new account when i logged with same email and phgone number as before before account was hacked when i go to https://account.live.com/acsr and enter email that was used in this account its just goes to microsoft logging page i enter password and im at my microsoft account (idk if its new one or old one but xbox app have new account still)
What can i do?
Anonimowe

2026-05-05T04:47:47.2033333+00:00
Hi adam boberski

Thank you for the detailed update.

Based on what you described:

You can sign in with your email and password

But you now see a blank/new Xbox profile

And your old profile is missing

This strongly suggests that you are currently signed into a different Microsoft account, even though you’re using the same email address.

This can happen if the hacker:

Removed your original email alias from the old account

Then you later re-registered that same email, which creates a new Microsoft account

Please go to: https://account.microsoft.com/profile

Then check:

Under “Account info”, do you see:

Only your current email?

Or any other/old alias (maybe unfamiliar)?

Please try using account recovery form (ACSR) again:

Go to: https://account.live.com/acsr (This time, do not sign in first)

Instead:

Enter your original email address

Fill in as much info as possible (old passwords, Xbox gamertag, devices used, approximate account creation details)

Even if it redirects you to sign in, try:

Using “I don’t have any of these” or recovery options instead

Or open the link in InPrivate/Incognito mode to avoid auto sign-in

In addition, please also try to fill out this official recovery form (Xbox) here: Recover your Microsoft account - Xbox Support

When completing the form, provide as much detail as possible (such as gamertag, devices you’ve used, any aliases linked to the account). The more information you can give, the better the support team can verify ownership and restore access.

Thanks again for your patience and understanding.
adam boberski 0 Punkty reputacji

2026-05-05T09:35:08.8666667+00:00

i did what you said and they replied to me
"Hi ,

Account resets are handled through a single secure process as Microsoft takes the security and privacy of our customers very seriously.

Be persistent and keep trying to recover your account. Each time you try, you may remember new details that will help the automated recovery program validate you as the true owner of the account https://account.live.com/resetpassword.aspx.

If you are unable to recover the account, consider creating a new account https://support.microsoft.com/en-us/products/microsoft-account.

For additional information https://support.microsoft.com/en-us/help/12429/microsoft-account-sign-in-cant.

This ticket will now be closed. If you have any further questions or concerns, please feel free to submit a new request."
But i already did what they said also.. what can i do??
Anonimowe

2026-05-06T04:05:05.9133333+00:00
Hi adam boberski

Thank you for sharing the response you received. That message confirms that Microsoft was not able to verify you as the account owner through the recovery process.

Unfortunately, for Microsoft accounts:

There is no manual override

There is no way to bypass this process

Support agents cannot restore access without successful verification

Everything depends entirely on the automated recovery validation.

The advice they provided is correct, but it needs to be followed in a more targeted way. Please try the recovery form again and provide as much accurate detail as possible, as this is currently the only way to recover your account. You can access the account recovery form here: https://account.live.com/acsr

I understand this may not be the outcome you were expecting. I truly appreciate your efforts and really hope for your understanding.