Xbox Tells Hacked Account Victims 'Reach Out and We'll Help' After Major Backlash

A 25-year-old gamer who lost access to his Xbox account, digital game library, and years of progress after hackers took over his Microsoft account has finally had everything restored. That only happened after his story exploded across social media, attracted coverage from multiple media outlets, and prompted Xbox Support to step in. Now, the company says it’s ready to help other players facing the same nightmare.

Xbox tells affected players to “reach out”

After helping restore the player’s account, Xbox Support has started replying to more users reporting account recovery problems on social media. The support team has been asking affected players to send a direct message so it can investigate individual cases.

One post on X by Xbox Support reads:

“Hi there, we’ve seen your posts and we’d like to help. Please send us a DM so we can take a closer look. Once you’re able to DM us, you can share your Gamertag and contact email so we can assist you further. We will wait for your reply.”

The company has posted similar replies to several other users over the past few days, suggesting it’s actively reviewing more account recovery cases.

Xbox shares a public message after the restored account

Speaking of broader support, Xbox later posted a public message for anyone still struggling to recover a hacked account.

“Everyone we responded to should have a DM from us with next steps, just reply there and we’ll continue from where we left off. If you’re also dealing with this account recovery issue, our DMs are open, reach out and we’ll help as quickly as possible. We’re here. 💚”

The statement comes after criticism that it took widespread media attention before the 25-year-old player’s case received action. While it’s still unclear whether Microsoft’s wider account recovery process will change, Xbox Support now appears to be responding more directly to users reporting similar issues.

If you’ve been locked out of your Xbox or Microsoft account after a hack, it may be worth contacting @XboxSupport on X with your case details, as the company says its direct messages are open for anyone dealing with account recovery problems.