Account Hacked!

Question

Account Hacked!

latezios 0

Hello,

What do i do next?

My account has been stolen and they have bypassed the MFA using single-use code and changed my email and password. User's image

I have tried to get into contact with support team but they are hopeless and i believe my account has been disabled. I tried to make an appeal to try recover my account back and un-disable my account as it was linked to my xbox, minecraft and documents.

They have made me fill out this generic form for "recovery" request when I used my account for gaming

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The devistating response i get.

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I have no clue on how there was an "Abuse of our Platform and Services" when im trying to get my account back? I have bank statements that shows me purchasing Xbox gamepass multiple times and verification ID if needed to show.

Screenshot 2025-12-05 200935

I would just like to recovery my account as i have spent time and money on my profile for games. I believed that by having MFA my account would be secured. But the MFA is a joke when they are able to access my account through single-use code without accessing my personal email.

Can i please have more help.

Yes i may be a fault that someone was able to find my email but its not hard to get an email, whats the point of having MFA when you can just disable/alter account details without needing another MFA?

Like surely you would have a grace period before it changes or at least have a grace period of when the details that have been change it has 1 or more days before finalising? Another is i believe this stole my account was now base where i live, surely you would notice the IP change and the region is way different to the past 5 IP.

I just dont get how and why the support team is not as helpful. The process on trying to recovery account is absolutely horrific, if you dont click on the right spot you will just be thrown around.

Im just frustrated on how EASY it is to lose your account even with MFA and how HARD it is to recovery it

Please let me know what else i could do.

Thanks

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Answer 1

Nathan Roberts (SN) 8,216 Volunteer Moderator

Hey there, latezios

I have tried to get into contact with support team but they are hopeless and i believe my account has been disabled. I tried to make an appeal to try recover my account back and un-disable my account as it was linked to my xbox, minecraft and documents.

As you have mentioned that your Xbox account has been hacked, please can you tell me if you have completed the Xbox Account recovery form here: https://aka.ms/recovermyaccount

You may be greeted with an oops error message, please make sure you have signed into an account when viewing the form. This form allows you to submit details on the account takeover which will be sent to the team who can investigate what has happened on their end. I am unsure if it is the same team who review the account recovery form, but it is worth a try. You can find out more information on how to complete this form here: https://support.microsoft.com/en-us/account-billing/guidance-notes-for-the-microsoft-account-recovery-form-4dd8fef1-33d2-4fbe-9352-66127ab9b50e

I have no clue on how there was an "Abuse of our Platform and Services" when im trying to get my account back?

It could be that when they investigated the account access and the takeover, they have found that you have breached the Microsoft Terms of Use and Service Agreement.

I have found in the past that when people have given their account to someone else to game share their content, they have then fallen out with that person which resulted in that person changing the username and password and taking over the account. When the team have investigated this, they have found that the account was given to someone else, which resulted in them suspending the account due "Abuse of out Platform and Services"

I don't know if this is what has happened with you. However, I wanted to share that with you to give you an insight into when I have seen this sort of error come up when people have tried recover their accounts and ended up with their accounts been suspended.

Hope this helps,
Nathan

latezios 0 Reputation points

2025-12-07T11:05:59.89+00:00

Thanks for the information!

But I have never given my account details apart from me logging into my my nieces laptop for her to play only minecraft, i didnt login to microsoft/xbox ultimate itself, i only logged into minecraft launcher itself.
Nathan Roberts (SN) 8,216 Reputation points Volunteer Moderator

2025-12-07T15:16:24.9233333+00:00

Hey there, latezios

I was only using that as an example. However, since you signed into the Minecraft launcher using your Microsoft account, it would have signed into your Microsoft account on the Xbox service too, so your niece would have been able to play online.

If you still have contact with the support team, you can discuss this with them and explain what has happened or ask them to explain why your account may have been suspended.

Alternatively, you can reach out to the team and appeal the suspension via this link here: https://www.microsoft.com/en-us/digitalsafety/appeal

Hope this helps,
Nathan
latezios 0 Reputation points

2025-12-07T23:34:56.3933333+00:00

Hi Nathan,

It doesn’t log you in when you log into another account through the minecraft launcher as I have multiple accounts logged in.

When I try to contact the support team it says my account isn’t recognised as they changed the email but I can see what email they have replaced it to but when try to with the “new” email I don’t receive any emails from the support team to my personal.

I’ve made another appeal but I have not received a confirmation email about the appeal.

Thats why I’m turning to the forum for help, the support system is a joke and the process they have is backwards, it’s all automated and if you don’t navigate it right it doesn’t work but even if you do it still doesn’t work as they changed my email.
Nathan Roberts (SN) 8,216 Reputation points Volunteer Moderator

2025-12-13T09:15:20.6133333+00:00

Hey there, latezios

It doesn’t log you in when you log into another account through the minecraft launcher as I have multiple accounts logged in.

Learn something new every day. I was under the impression it did sign you into the Xbox app.

Have you reached out to the Digital Safety team?

If so, what did they say?

Thanks,
Nathan
latezios 0 Reputation points

2025-12-13T10:19:55.35+00:00

Hi Nathan,

I’ve can’t contact the support as my account is disabled, it wants me to make an appeal to make my account active again but I’ve done 2 more appeals since the initial one but I’m not getting any confirmation email or response unlike the initial appeal.

I don’t know where to go from here when the support does not do anything.

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Account Hacked!

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