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[URGENT] My 13-year-old son's Xbox/Microsoft account was stolen — case SIR23668631 unresolved

TraitPlat 0 Reputation points
2026-06-04T22:20:54.5833333+00:00

Hello,

I am the parent of a 13-year-old whose Microsoft/Xbox account was taken over by an unauthorized third party. My son was tricked into running a malicious file sent by someone he trusted on a messaging platform. His credentials were stolen and he can no longer access his account.

I contacted Microsoft Support immediately after discovering the incident. The case has been open for several days with no resolution.

Support case reference: SIR23668631

I am kindly asking for:

Escalation of case SIR23668631 to a senior team

Account recovery for my son's Microsoft/Xbox account

Review of recent login activity on the account

My son is a minor (13 years old) and was deliberately deceived. Any help or guidance from the community or a Microsoft Agent would be greatly appreciated.

Thank you.

Windows for home | Windows 11 | Security and privacy
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  1. Rayyan Fawad 0 Reputation points
    2026-06-04T22:25:04.4266667+00:00

    Hi TraitPlat,

    I am so sorry to hear this happened to your son. It is incredibly stressful when a child's account is compromised, especially when they were just trusting someone they knew.

    Since you already have an open case number (SIR23668631), the most effective next step is to force an escalation. Microsoft community agents can sometimes flag these threads, but you should also try these pathways immediately:

    • Reach Out on Social Media: Post your case number publicly to @XboxSupport on X (formerly Twitter). Their social media teams are often much faster at routing hijacked minor accounts to senior enforcement squads.
    • Submit the Official Compromised Account Form: If you haven't yet, fill out the dedicated Microsoft Account Recovery Form. Provide the original device IDs (console serial numbers) and billing information tied to the account to prove ownership.
    • Secure the Device: Since your son ran a malicious file, the hacker likely used a session stealer. Run a deep malware scan using Windows Defender or Malwarebytes on his PC immediately, and clear all browser cookies/passwords, as the hacker may still have access to active login sessions.

    I hope a Microsoft Agent steps in here quickly to escalate case SIR23668631 for your family.

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