[Java] Microsoft confirmed account was hacked and locked it, but Mojang Support refuses to help transfer the license despite proof of purchase. What can I do?
Hey everyone,
I’m writing this on behalf of my younger brother, Ahmad. A few days ago, his Microsoft account was hacked. The hacker changed all the security info, but thanks to a community member named Hunter, we managed to get in touch with a real human support agent at Microsoft named Jason.
Jason took immediate action to protect my brother's data and completely suspended/locked the account to cut off the hacker's access. Today, we received the official investigation results under Service Request SIR23938449.
Microsoft confirmed the unauthorized access, but stated that because the security settings were modified by the hacker, their strict policy prevents them from restoring the account. They literally told us: "If you used this account for Minecraft, we regret to inform you that the game cannot be recovered. A new purchase will be required."
For context, my brother's official Minecraft username is "Ahmad6362" and his Xbox Gamertag is "Ahmad XD#6362".
Here is the thing: We bought this game legally just 1 month and 8 days ago from a well-known local store here in Jordan called Gamers JO. We have the official purchase receipt and the original gift card code used to activate the game. We also have the PC's original Device ID.
We reached out to Minecraft Help Center explaining that we ONLY want to transfer the Minecraft license/profile to a new, secure Microsoft account, as the original one is permanently locked by Microsoft anyway.
However, an agent named Adela M. just sent us a completely robotic, copy-pasted response refusing to look into the case, telling us to go back to the Microsoft recovery form (which is impossible since Microsoft already officially closed the case and locked the account).
(and tbh she helped us with nothing not even 1%)
My brother is absolutely devastated. He saved up for this game, bought it legally, and now Mojang support won't even look at our transaction ID or proof of ownership just because Microsoft's automated system locked the email.
Has anyone successfully dealt with Mojang support to transfer a license under these circumstances? Is there any way to escalate this past the automated/copy-paste responses?
Any upvotes or advice to get some visibility on this would mean the world to my brother. Thank you.