Suspended?

Ok basically a few months back something happened to my account and what it most likely was is that it was hacked. So I've waited a few months and tried to recover my account, it worked, but my Xbox Live Gold membership had run out, so today I bought a pre-paid 12 month membership, went to renew it, and it didn't work. I came onto this website to renew it and it still didn't work, I checked my billing history and it said my 12 month pre-paid card was suspended, but it says it ended on the date it was actually supposed to which was the 28/05/2011. Is the reason the new pre-paid card I bought today won't work because the other one is apparently suspended? If so can someone help me fix this as to be quite honest I have not got a clue on how to make it work and why it says the account was suspended. 

 

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Last updated July 5, 2018 Views 7 Applies to:

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If your account was hacked, you need to phone Xbox Support and open an Unauthorised Access Claim.

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I did phone Xbox Support, they were pretty useless to be honest I phoned them about 3 times and they basically didn't get back to me I got my account back myself by trying to recover it again, may I asked what you mean by open an Unauthorised access claim? Also I know that when your xbox live gold membership runs out it downgrades to silver until you upgrade it again, mine hasn't downgraded?

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They will investigate your account and try to get it back.

Your subscription will not run out if it has automatic renewal turned on. If it is turned on, you will need to phone Xbox Support in order to cancel it.

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See thats the thing I did phone them when I realized my account was likely hacked and they said they'd have it back within a month, that was back in May/June time and as I said I tried to recover my account again a few weeks back and it ended up working it's just not letting me renew my membership, I use prepaid cards I don't have any credit cards on the account. When I go to sign in to the account it says ' Your account has been suspended due to a problem with your payment option. Please use a differant payment option or update your current information in Account Management' ? Should I maybe phone up support, tell them about this, ask them to cancel my membership and then use the card I bought today? Would that work?

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Ah, that would be a billing suspension. You will have to phone them up, probably because you need to pay off a balance of some sort.

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Hmmmm, what balance would I need to pay off? I haven't got any credit cards on the account as I said, I only use prepaid cards, do you think the person that hacked me would've possibly done something to the account where I need to pay off a balance of some type?

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Maybe but I can't say for sure. Only the members of the Support Team is able to look into billing issues. You can go to billing.microsoft.com to see the recent activities on your account.

I would help you further if I could mate.

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No problem I'll phone them up tomorrow see what the crack with this thing is.

Thanks mate you've been a big help honestly.

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Not a problem :)

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Same thing account got compromised... but the difference in us is My Moms name is on the investigation... and she wants to let her free month expire....Before she opens my account again....  Which is to me just dumb because we have a free month of xbox live.. Plus 3 months of live for 12$..

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