If your account has been compromised, you may encounter one of two possible scenarios:

  • When you sign into Xbox LIVE you receive a message that your account has been "recovered to another console."


  • You can still sign into your account but you notice unauthorized  Xbox LIVE charges on your credit card statement

In either scenario, follow the steps below:

1. Change Password

When you suspect something suspicious has happened with your account, you should change your passwords immediately. Go to http://accounts.live.com and see if you can still log into your Windows LIVE account.

If you can, change your password immediately, under Account Information section and move to step 2.
If not then skip to Step 3.

2. Recover Account

Recovering the account invalidates any other copies of your Xbox LIVE profile that may be on someone else’s console. To learn how to do this click here.

3. How was it stolen?

Review the account theft types and see if you can identify possible causes. This information can be valuable for our support agents in getting your account back.

4. Call Support

Call Xbox support to report the issue. We will guide you through the next steps. To help us, make sure you have the following information ready:

Do not report the issue via email support as we will need you to answer security questions over the phone.

Review Account Security Checklist

Become familiar with the security checklist so you know how to protect yourself in the future.