"It was horrifying," Xbox sources tell us Microsoft is working to fix its abysmal support for hacked accounts — as users recount years-long nightmares with customer services

Here's something that I've been investigating for years at this point: Xbox's support services.

One of my personal nightmares as a heavy Microsoft ecosystem user is the prospect of somehow losing my account. I have decades of memories stored in OneDrive, important and crucial documents from everything relating to taxes to medical services. I have thousands of dollars invested in Xbox digital games, movies, and TV shows, and an archive of projects and art work I've built up since I was literally a child — all stored for a hefty annual Microsoft 365 fee.

The problem is, as we're increasingly being reminded, if it's in Microsoft's cloud, you quite literally don't own it. Microsoft can for any reason strip you of access to your account, per their terms of services. What's worse is, Microsoft's own policies seem to suggest that it won't help you either, if you're hacked through no fault of your own. Regulators and national laws have nowhere near caught up on this stuff, and it's becoming a huge problem.

This past week it came to a head somewhat, as a major content creator fell afoul of Microsoft's abysmal support services. He was only able to regain access to his account after luckily going viral. Many hundreds (thousands?) of others aren't so lucky.

You shouldn't need to go viral to save your Microsoft account

Over the past year or more I've been collecting experiences from affected users, banned for dubious reasons, or hacked and then denied support. I've learned all about the Kafka-esque rabbit holes Microsoft's AI-powered support systems send users on, taking them through mazes of dead links and abandoned phone lines. It's simply not good enough, and absolutely needs to change.

One user @ijpex on X told me "it was honestly horrifying" when he began seeing his Microsoft and Xbox account access slip away.

"I remember I tried logging into Minecraft and when I opened the launcher I noticed it had a different email saved. I thought it was weird and tried logging in with my correct email. It said my account didn't exist. Which led to another problem because Microsoft forced Minecraft accounts to be merged. My Microsoft account was shared with my family and we used OneDrive for storage. It also had sensitive information like bank details, passwords, etc. That was when panic really set in to be honest."

@ijpex explained that getting in touch with Microsoft represented a "huge convoluted pain," saving several chats with various support agents, filling in various forms to prove ownership — with questions that required some form of insane eidetic memory for accounts that are particularly old. For some reason, Microsoft didn't seek proof via billing.

He fell afoul of what many many users have fallen afoul of. Microsoft acknowledged that a hack had taken place, but said they couldn't (or wouldn't) do anything about it. Instead, they advised ijpex to start a new account.

As of writing, I've received dozens of accounts similar to the above. I spoke to content creator Joshua Khane who really ended up giving Microsoft a strong kick up the backside about these issues. It was only after going viral that Microsoft seems to have begun giving this a serious look.

Similar to @ijpex above, Khane seems to have been impacted by malware being spread via Minecraft PC mods, via services like CurseForge which are often unverified by Microsoft.

"At that moment, I realized I had lost access to nearly 20 years of digital purchases, achievements, save files, and my OneDrive. That was probably the hardest part. My OneDrive contains irreplaceable family photos of my children, old music projects from the beginning of my career, and videos from performances and studio sessions that simply can’t be replaced."

As you might've expected, Microsoft support basically told him "sorry lol" after admitting that a hack had taken place. They advised Khane to make a new account and buy Minecraft again, taking no responsibility for the decades of lost pictures and documents.

It was only after going viral did Khane get the support he needs.

So, what's Microsoft doing about this?

Microsoft has been grossly underfunding its support services for years now. Speaking to what few people remain at Microsoft's customer services, I've discovered that Microsoft under CEO Satya Nadella joined a variety of other major tech firms outsourcing real support to under-trained and under-funded agencies in developing nations, where language and translation issues prevent real help from materializing.

Microsoft has unsurprisingly also been (poorly) leveraging AI and automated responses, leading users in circles. We've seen this across the entire stack at Microsoft, whether it's Microsoft 365, Activision Blizzard games, Xbox itself, Surface, Windows, and beyond. Microsoft is by no means alone here, of course, a major PlayStation content creator Colin Moriarty recently had a similar issue, and was only able to regain access to his account due to his public status. Sony has cast a big spotlight on digital ownership recently, after pledging to ditch physical discs by 2028.

I spoke to a variety of users who have also been banned from all of Microsoft's services for vague "terms of service violations" despite not providing affected users any additional context. Users suggested to me that Microsoft's AI might be flagging legally-stored digital versions of movies and music as piracy, or even innocent childhood family OneDrive pictures as abuse material for example, which is horrifying to think about. And of course, there's no mechanism in place to force Microsoft to put human eyeballs on cases that are potentially more complex.

I feel as though users affected in this way wouldn't have come forward to me for help had they knowingly violated laws. I also feel that if Microsoft itself knew that laws had genuinely been violated, those affected users would be (and potentially should be) getting visits from law enforcement. None of those I spoke to had received visits from law enforcement.

As more and more of our data goes up to cloud services like this, it becomes increasingly critical that regulators and legal bodies re-examine what rights we have to our digital content in my view. AI is also boosting the cadence by which hostile actors can potentially gain unauthorized access to accounts. You'd have to hope Microsoft is cognizant of this, as a one of the companies pushing this tech on society. I've written to EU regulators and the UK CMA to learn what, if anything, they plan to do about it. I'll update if they respond.

Microsoft says it is working with people via X DM messages to resolve account issues, but that isn't exactly a big help for people not on X.

Xbox sources tell me that Microsoft is reviewing how it handles its support flow for situations like the above, although it could be some time before new systems materialize. "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," I was told by sources familiar with Xbox's plans here.

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