When I try to sign in to Windows Live, I get a message that my account has been suspended. Microsoft support wants $150.00 to fix this problem. The man said I had many errors on my computer and that someone had been using my account. I tried yesterday to login to play Bioshock. Does anyone here have thoughts on this problem?

Who did you talk to? How would this person know you have errors on your computer? I hope you didn't allow anyone to have access to your computer. This sounds like a huge scam to me.

See if this link helps you...

https://support.microsoft.com/en-us/help/13956/microsoft-account-temporarily-suspended

Draclvr, That is the link I used yesterday. After I put in my phone number, I get this message. Usage limit exceeded. Try again tomorrow. Which is the same message I received yesterday.

Hmmm... have you run your antivirus software and your Malwarebytes yet?

And what "man" did you talk to and how did they "know" your computer was infected? Did you give them access to your computer?

Draclvr, I did not give him access to my computer. This is just what he told me it sounded like to him. He wanted access to fix problem for money. I said "No way" and hung up. The web site was a Microsoft site. I had a very difficult time understanding him. He tried to slide the access and cost in quickly, but I caught the words. I am old woman, but not senile yet. I have run my antivirus, but I do not have Malwarebytes, where is a safe place to download that item?

Boy, that whole thing just reeks!

I had a phone call like that before, and I told them I didn't have a computer.

https://www.malwarebytes.com/

I doubt this blocked account business has anything to do with what's on your computer though.

I doubt that it has anything to do with it either, but it can't hurt. I get aggravated too - I may be old, but I'm not an idiot!

Did this person call you? If so, then it was definitely a scam call.

I found several questions about this at the Microsoft forums. In this response, they suggested submitting a request to the Microsoft Help Desk. The link provided just takes you to a main page. Just click on Support at the top. In another question, someone suggested using a different phone number if possible.

https://answers.microsoft.com/en-us/outl...aa-3dc153d78af8

Jenny100, I ran Malwarebytes and it found 24 threats.

Draclvr, I place the call to Microsoft. I will read above link you provided. The link does not help me, as you have to sign into your account to make changes.

Me too. And that was exactly my response also

So, if you click on the link in the response from the Microsoft person, it doesn't take you to a Microsoft page where you can then click on Support?

Draclvr, I do not seem to be able to get support for Windows Live account, just Skype and I do not remember the other item. My computer works fine, I never knew there was a problem until I tried to sign in to Windows Live. I will purchase Malwarebytes and keep using my Webroot. If I never get into Windows Live I guess it will be okay, never use it anyway. I just will not play Windows Live games. I will wait several days and try again. Is Windows Live just the same as siging into normal Microsoft?

Yes, it is the same. Maybe try this link from that page???

https://support.microsoft.com/en-us/products/microsoft-account

My Microsoft account has been hacked. That is why I can not sign into Microsoft. I have been trying all morning to set up a new account, just will not work. Do I really need this account,is it important? I have never bought anything from the store. If it is an important account, I will keep trying, if not, I have better things to do. Do I really have to sign into Windows to play Microsoft Windows Live games? My computer works fine. I purchased Malwarebytes and have a good antivirus and was sailing along beautifully until I discovered this malfunction.

It is certainly possible to live without a Windows Live account if you don't need any of its features.

Apparently your Bioshock game was linked to that account.
If you don't care about that game, you don't need the account for it.

It is up to you if you want one.
I'd still try to get back control of the old account, if only to permanently close it.

I don't know if this link will be any use.
https://www.microsoft.com/en-us/safety/online-privacy/hacked-account.aspx

If you have spyware on your computer, that may be how the hacker got your password and got control of your account. You said MalwareBytes found "24 threats." One of those could have been spyware.


Any spyware worth its salt will be good at hiding, so you'll never suspect something is wrong.

I agree with Jenny... you don't NEED a Windows Live account. However, games like Bioshock 1 and 2 and others are linked to a Live Account. And I agree about closing that old account. The link she just posted is the same one I was going to post.

I have also had issues with Live accounts and got absolutely zero support from Microsoft and finally had to give up for one lady.

Jenny100 and Draclvr, Thank you for your time and response. I have tried that link. When I get to the part where I put in my phone number, I get a message that I have exceeded my attempt limit and to try again tomorrow. I do not understand, I had just tried once. I will keep trying periodically and hopefully I will eventually be able to close this account. I have several Windows games, but playing them again is NOT this important.

And you won't get past that point... Were you ever able to get to the Support page I linked you to? You don't have to sign in to a Live account to use it. I did have some luck with getting help with that link when I was having issues with one of my Outlook.com email accounts.

Including this link from that page?
https://account.live.com/acsr?mkt=en-US&mn
where it says to use a different email than the one you want to recover?
Or if you don't have a second email, to create a new one with outlook.com?

It also says this procedure won't work if you've turned on two-step authentication (which is easy enough for a hacker to do after taking over your account).

Jenny100, I have tried this link. I have Outlook and gmail. Outlook is the one I am using trying to fix this problem, which works fine. My problem is all the information the form wants. Recent email address I have sent email to and the first two lines of that email. I do not send email often. I call and actually speak to people. The only one I have sent in months was to purchase Footsteps. My Skype name and old email address of that account, which I have and gave them the information. I do not have enough information to satisfy them that I am really me. I get a message back telling me this and to try again with more information and I do not have anymore. I do not know if I have two-step authentication turned on or not.

I wouldn't remember that, even though I do use email more often than that.

Maybe they'll agree to shut down the account though.

It's pretty obvious we shouldn't trust Microsoft with personal information -- or even email addresses. There are rants on YouTube, though mostly about XBox Live accounts being hacked.

One suggestion I read about is to file a complaint with the Better Business Bureau.

Now you've got me a little nervous. How exactly do you know your account was hacked?

I was just in the middle of writing an email while in Outlook when I got the message that my time had expired (or something like that) and I had to sign in again. That has NEVER happened before in 17 years. I hope by signing in again I didn't just turn my computer over to somebody!

oldbroad,
Check that your account's default settings for timeout didn't change.

Um, where would I check that and why would it change?

oldbroad, I have no idea when my account was hacked, I would not know now, had I not tried to sign in to Windows Live. It could have been hacked last year for all I know. I never bought anything from the store. I never signed into the account for anything. After you mentioned your Outlook mail, I clicked on the mail envelope and no Outlook appears. I have to sign into my account to see the Outlook mail. I use gmail, so this is no problem, at least not for me. I guess when your Microsoft account is hacked, Outlook mail does not work in the normal way. I do know if I ever get into this account, I will close it soooo fast and never open another one.

Good luck kazzmo. I am sorry you are going through this. Is it possible the account was closed because you never used it (as opposed to hacked)? You know, like a dormant bank account can get closed at some point.

I know nothing about this kind of thing, just throwing it out there.

It might change if they decided an auto-logout after a certain amount of time would be more "secure."
As for where to look, I'd have to Google it.

OK thanks Jenny. No need for you to do that. I'll look around some more but won't worry about it unless it keeps happening. If that's the case and I still can't find it, I'll ask for your help. I had only been on-line for a few minutes when it happened.

Jenny 100, If it is not okay to show this post, please delete. I just thought it was interesting. When you start typing my email address at Microsoft account the auto complete shows these letters and number(LXS5W) in front of my email address.

Interesting, Kazz... Sounds more and more fishy that someone has hacked your account for sure. I just wish you could get some support from MS about it. You never answered... were you ever able to get to the Support page where you don't have to sign in with a MS Live account? I've actually gotten some help there.

Draclvr, I have gotten to support without signing in to MS. One page has me to fill out the email and the first line of email sent. Since I very seldom send an email, this is difficult and MS tells me I not supplied enough information to true I am me, Skype ID and another email address this account was tied to in the past. The other site tells me I am over the limit in attempts to get a "code", even when I have just tried once that day. You can only try once and then you have to wait at least 24 hours before you can try again. This has affected my Outlook email also, it will not list your mail when you click on the envelope. You have to sign into Outlook, put in password, then you can see your Outlook mail. I wonder if I can simply close this account, I am going to try and believe me, if I ever get this fixed I will not have another MS account. This has taught me a lesson about MS.

Well that's obviously because the hackers are playing with it. Maybe there is more than one hacker and they are having a contest.


Is this an automated message or did you get through to a real person?

Where are all these over-the-limit attempts to get a code being sent? To your phone or email or to the hacker's phone or email?

Do you have any kind of proof of purchase for the Bioshock game or the Footsteps app? It seems to me those would be better proof than knowing the first two lines of some random email (that may have been sent by the hacker).

Jenny100, The message that tells me I have not supplied enough information is an email. The over-the-limit message is on the support site. I have no receipts. Microsoft does not keep track of the games, just want you to sign in to Windows Live to play, which I can not do since it is part of Microsoft Account. I sincerely hope that none of the other Boomers have their Microsoft account hacked, because Microsoft will not help you.

One other resource may be the Microsoft forums. I have actually gotten excellent help there - far better than from MS itself.

https://answers.microsoft.com/en-us/sear...ypeScope=#////1

None of those really helps you, but if you create an account there, you can ask your new question. I'm not holding my breath though.

So no telling if you got through to a live person, and very likely you didn't.

Jenny100, Oh Jenny100, but I did. I talked to two different people. First one hung up on me after I explained my problems. The second person, whom I could not understand and would not let me get a word in edge wise hung up as well. They either do not know how to help or do not want to be bothered. It is really a mess and they do not want to take the time. I curse the day I signed up for this account.

Draclvr, I have been to that site. You have to be able to sign into your account and I can not sign in to my account.

Or possibly they're the ones who hacked your account.
Wouldn't surprise me.

I guess you can try filing a complaint at the Better Business Bureau.

EDIT...

Looks like How-To Geek had something similar happen to his Skype account, and he thinks it was Skype "support" that gave the hacker access.

https://www.howtogeek.com/236350/how-to-geeks-skype-account-got-hacked-and-skype-support-wont-help/

I just tried to use the "Support Assistant."

https://support.microsoft.com/en-us/contactus/

I typed in Microsoft Live Account Hacked and the "assistant" took me through a few steps up to a point where it asked if I wanted to recover my account. Don't know if it will help, but might be worth a shot.

Draclvr, Thank you for the link. That is one of many I have tried, but I will try again.

Hello, I do not know how I did it, but I got back into my MS account. I tried several times and it has worked every time. That does not mean it will work tomorrow. I am really thinking about closing the account. I will loose Outlook mail and all the MS apps., but I never used them much anyway. I do listen to iHeart radio some. Do you guys with Windows 10 use those apps? I would like to have two emails, have gmail now. Can anyone suggest another good email? I would really appreciate your thoughts on this.

Since you are "in," what I would do is enable two step authentication. I really do like some of the apps... dearly love the Mail app, the Weather app, and the Calendar app. I don't use the Mail app for my email, but I monitor 6 different email accounts for our American Legion and it makes it so easy to see at a glance if there is an email I need to forward to the appropriate person.

http://www.intowindows.com/enable-two-step-verification-on-outlook-com-live-hotmail-msn-account/

Draxlvr, Have you or any of the Boomers had trouble with your apps. stop working? I had this problem in May and they have stopped again. It may be due this time to my other problem. I used your link and set up the two-step-verification. Thank you.

Good to hear you got back in and good luck with it going forwards kazzmo!

No, I've never had my apps stop working. I use Outlook.com for a couple of different things and it works just fine as do all of the rest of the apps. But then, I've never had the issues you are talking about.

It's up to you if you want to keep the account.
But you know how bad their "support" is when you have a problem.
I wouldn't want anything to do with them, but it's up to you.

Did you ever get access to your Bioshock game?
Do you need the account to play it?

Jenny100, I want to thank all of you that have been helping me. I am really having a problem deciding what to do with this mess. Part of me wants to just chuck MS account and all the apps. with it. I wish I had someone that I could talk with about the pros and cons. I wish I did not have all this stuff on my computer, but since I have it, I want it to work. Bioshocks plays fine now, enjoying the replay.

I'd be torn too - I like some of the stuff, but their support is non-existent. One would think they would WANT people to be able to use their services and do everything possible to help you get your account back.

Maybe just live with it for awhile and see what happens.