Locked out of my microsoft account / XBL account

Hi there,

I'm posting because I have been locked out of my primary Microsoft account / XBL account (the account I am posting from is a second account I created to try and get support on the first). I have been in contact with the support team on the Microsoft Account forums, as well as Xbox Live phone support, and haven't been able to get my issue resolved. They have both referred me here, so I really hope you can help.

The problem with my primary account is that it has been locked due to suspicious activity. I am unable to successfully complete the password recovery form because I do not have access to the e-mail account that was used to create my primary Microsoft account (it is a @comcast.net e-mail address, and I no longer subscribe to services through comcast). I also do not remember the answer to the security question, because I made this account many years ago.

For an unknown reason, on the password recovery form  I am unable to select the alternative contact e-mail address I had set up earlier through my Xbox Live account. I know that this alternative e-mail address is associated with my Xbox Live account because I have received marketing e-mails and notifications of XBL subscription expirations at this e-mail address. I can provide screenshots or forwards of these e-mails as needed. I can also provide the primary account e-mail, alternative contact e-mail, and gamertag if requested.

Please help me with my problem. I have owned my primary account for many years now, and have purchased content on XBL that I do want want to lose. I believe that a password reset link (not a link to the account recovery form..) would solve the problem easily. Please, please help. After asking so many different branches of Microsoft / Xbox support I'm at the end of my rope.

 

Question Info


Last updated July 5, 2018 Views 17 Applies to:

Hey there Clock! I'm sorry for the confusion, but if the online forms are not helping you, we on the Forums won't be able to assist you any further. In fact, for issues like this, we generally direct customers to contact phone support to speak with an account specialist. I would urge you to try contacting them again. If there is nothing they can do to resolve your issue, you may need to create a new account with information you do have access to. Let us know how that goes, thanks!

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