Xbox reportedly reviewing support process following growing hacked account complaints

Imagine building an Xbox library for 25 years, buying hundreds of games, unlocking countless achievements, then losing everything overnight because of a hack. That’s exactly what happened to streamer Joshua Khane. His story exploded online. Now, it appears Microsoft is finally making changes to prevent similar situations.

Viral account recovery shines a light on a bigger Xbox problem

Khane claimed Microsoft acknowledged his account had been compromised. However, support initially told him the account couldn’t be restored. That meant losing around 25 years of purchases, achievements, OneDrive files, and priceless family photos.

After media outlets and millions of social media users picked up the story, Xbox Support stepped in. The company publicly responded:

We’re sorry this happened, it’s not the experience we want anyone to have when their account is compromised.

Xbox also encouraged anyone facing similar recovery problems to contact its support team directly. That wasn’t an isolated incident, though. According to a new report from Windows Central’s Jez Corden, dozens of Xbox users came forward with nearly identical stories after Khane’s case went viral. Many claimed Microsoft confirmed their accounts had been hacked but still refused to restore access.

One affected user, Ijpex, described being passed between multiple support agents, forms, and chat sessions before reaching a dead end.

Microsoft is reportedly reviewing Xbox’s support process

The good news is Microsoft appears to have taken notice. According to Corden’s sources familiar with Xbox’s plans, the company is now reviewing how its hacked account recovery process works. The goal is to improve support for players who lose access to years of purchases and personal data.

One source told Corden:

If you invested your time and money in a library with us, we want to honor that trust and keep you connected to what you built.

There’s no timeline for these changes yet. However, after weeks of criticism, Microsoft finally appears ready to rethink how Xbox handles one of its biggest customer support headaches. The controversy comes as digital ownership faces growing scrutiny. Sony recently found itself under fire following another major PlayStation Network security incident, renewing concerns about keeping entire game libraries tied to a single account.