Can't sign into my account.

Question

Can't sign into my account.

Austin Selfridge 0

Whenever I try to sign into my microsoft account via the xbox app this pops up.

That is not my email address.

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When I try to sign in on microsoft website this is the message I get.

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I've tried the troubleshoot sign in and it says nothing is wrong with my account.

Well then why can't I sign in? Was my account hacked? Compromised?

I can't even change the email to sign in on the xbox app.

Help would be really appreciated but seemingly there is only automated responses that just send me in circles.

I'm also getting error code 0x80048823 when entering my password in the microsoft store.

Moved from Windows for home | Windows 11 | Accounts, profiles, and login

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Answer 1

Chloe-V 7,245 Microsoft External Staff Moderator

Hi Austin Selfridge,

Welcome to Microsoft Q&A forum.

In your screenshot, the sign-in page shows “We couldn’t find an account with that username.” This means the email/username you entered doesn’t match what Microsoft currently recognizes as a valid sign-in ID for that account (for example: typo/wrong domain, or the sign-in alias may have been changed/removed).

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas only.

1. Check whether the account was previously linked to a phone number

Was a phone number ever added to this Microsoft account for verification/recovery? (In some cases, if the account was compromised, the attacker may not have removed all security info yet.)

If yes, please use “Forgotten your Microsoft account username” and try looking it up with your phone number (or a recovery email).
If the account is found and you can identify the correct sign‑in email/username, then proceed with the Microsoft account recovery form (ACSR) to recover access.

2. If you can identify the correct sign-in email/username (or a new sign-in ID)

Once you have the correct sign-in ID, follow the official Microsoft account recovery form (ACSR) flow and provide as much accurate information as possible to prove ownership.

If this continues, please contact Microsoft Support via live chat:

Go to Contact Us: https://support.microsoft.com/en-us/contactus
Click “Show expanded list of products”
Select Outlook > Get Home support
Type “Outlook live chat” in the search box, select Get Help, then Contact Support
If you can’t sign in to the compromised account, sign in with a different Microsoft account to access support options
Under Products & Services, select Other Products > Outlook, then choose Chat with a support agent via web browser

Please feel free to let me know if you have any further updates, thanks.

Since this is a public forum, we will hide your personal identifiable information, and I have sent that image of yours containing your personal identifiable information in a private message so we can work together to resolve the issue. Also, please check your private message in case you want to share another screenshot to avoid leaking your PII by click on the Private Message button as show below

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Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Austin Selfridge 0 Reputation points

2026-03-30T23:42:00.7733333+00:00

I am in the process of trying to have my account recovered. I believe my account information was changed due to it being hacked/compromised. This is why none of my sign in attempts have succeeded. Beyond actual human intervention and analyzing account logs, this is all I can get at the moment. I will update if the situation changes.
Chloe-V 7,245 Reputation points Microsoft External Staff Moderator

2026-03-31T06:59:38.38+00:00

Hi Austin Selfridge,

Thank you for the update. Since the account is suspected to have been compromised and the security information may have been changed, the appropriate action is to continue with the official recovery flow currently in progress. If the issue remains unresolved, please post back with any updates so the next steps can be advised.
Austin Selfridge 0 Reputation points

2026-04-02T03:39:59.38+00:00

I now receive an update confirming there was unauthorized access to my account but there is nothing that can be done about it.

Microsoft, a company with a 3 TRILLION dollar market cap can't do anything about it.

Now when I try to sign in with a new account I get this error.

Is there anything I can do about this? What, make another new account and try again? Do you actually take privacy and security seriously?
Chloe-V 7,245 Reputation points Microsoft External Staff Moderator

2026-04-02T06:34:39.8966667+00:00
Hi Austin Selfridge,

It looks like you’ve already gone through the account-recovery path (find username / recovery form / Contact Support). At this point, the new incident is that the Xbox app / Microsoft Store sign-in is failing with error codes like 0x8000000D / 0x80048823.

To help separate an account issue from a local Windows app/token issue, here are a few Windows-side checks that have helped other users:

Check PC date/time/time zone (set automatically), then restart the PC

Clear stored Microsoft/Xbox credentials: open Credential Manager > Windows Credentials, remove entries that include Microsoft / Xbox / Live / WindowsLive, reboot, then try again.

Reset Microsoft Store cache by running wsreset.exe, then sign into Microsoft Store first, and after that open the Xbox app and sign in.

Make sure Xbox/Gaming services are running (Xbox Live Auth Manager / Xbox Live Networking Service / Gaming Services, etc.).

Clear Xbox Identity token cache (TokenBroker) and try again (targets corrupted sign-in tokens).

If it still fails, try reinstalling Gaming Services (required for Xbox app sign-in on PC).
Austin Selfridge 0 Reputation points

2026-04-02T23:46:38.6433333+00:00

I can sign in with my new account after reinstalling game services.

What about my original microsoft account? What about all the time and money I put into it?

I can't even access my old xbox account because it's tied to the microsoft account.

Is the response whenever unauthorized access occurs? Just throw your hands up ¯_(ツ)_/¯
Austin Selfridge 0 Reputation points

2026-04-03T23:04:45.6333333+00:00

Now when I try to reset my account I'm told it's permanently suspended.

Someone gained unauthorized access to my account. Changed the login credentials and added TSV. And Microsoft can do nothing?

This is the most frustrating situation I've ever had to deal with when it comes to customer support.

For the love of god someone help me get my account back, there is a lot of money and time put on it.
Chloe-V 7,245 Reputation points Microsoft External Staff Moderator

2026-04-05T03:47:47.5866667+00:00

Hi Austin Selfridge,

I understand how upsetting and discouraging this situation can be, especially when the account is connected to a significant amount of time and money you’ve invested.

Please consider reaching out to Microsoft Support again using the contact steps shared above, as they are the only team able to review the account status in detail.

If Support confirms that the account cannot be recovered, please kindly understand that forum moderators have very limited visibility into internal systems and processes. The role here is primarily to help guide users toward the appropriate documentation and official support channels. Without access to backend systems, it isn’t possible to directly intervene, restore, or access a Microsoft account (MSA). While there is no visibility into deeper backend analysis, support can still be provided within the scope of moderator responsibilities where possible.

Thank you for your time and understanding.

Since this is a public forum, we will hide your personal identifiable information, and I have sent that image of yours containing your personal identifiable information in a private message so we can work together to resolve the issue. Also, please check your private message in case you want to share another screenshot to avoid leaking your PII by click on the Private Message button as show below
Austin Selfridge 0 Reputation points

2026-04-08T20:50:03.87+00:00

This is completely unacceptable. You permanently suspended my account after unauthorized access and now claim you can't restore it? This is a massive security failure on Microsoft's part. I need this escalated to a manager or compliance team immediately. I expect a resolution other than permanent suspension.

Regards,
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Can't sign into my account.

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