Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

6,421 total complaints in the last 3 years.
2,869 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/17/2026
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This complaint is being filed because I was falsely suspended by Microsoft off of their platform.I havent done anything wrong and I believe my suspension should be lifted and my account reinstated.I tried making multiple tickets with Microsoft support, but I havent gotten a single reply about any clue why I'm got banned.All my data in onedrive can't access anymore.These were usually automated responses, without someone actually looking at the ticket or taking any action.
Business Response
Date: 04/17/2026
Dear REMOVED,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the suspension of your business account.
To allow us to review this matter further and assist you appropriately, please provide the support case number(s) you previously submitted.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/17/2026

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.

Thank you.

REMOVED
Initial Complaint
Date:04/12/2026
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
my microsoft account have been hacked, and i try to get my microsoft account back, the REMOVEDaccount have office digital download version, i need it so much, also got minecraft and many game data in that account. i spend lots of time and money on that account, i spend 200 dollars and im just 17, thats not a small amount of money for me. i talk to microsoft agent so many times and they keep ignore me and brush me off, they just suspend my account and they only suspend my account, they do nothing. i can give any information they need, but they don't care. i want to go to Tier 3 support to help me get mt account back
Business Response
Date: 04/13/2026
Dear REMOVED,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery concern.
To proceed, please complete the Account Recovery Form at the link below so we may verify account ownership:
REMOVED
This is the only method available to regain access to a Microsoft Account. The form may be submitted up to two times per day. We recommend providing information that has not been submitted previously.
Please note that completion of the Account Recovery Form is required even if two-step verification is enabled. The form is reviewed by a human member of Microsofts security team, and the validation must be successfully passed. If the validation is unsuccessful, or if you choose not to complete the form, Microsoft will be unable to provide further assistance, and this case will be closed.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/13/2026

Complaint: 24741639

I am rejecting this response because:
i have talk to 100 real agent and they said you will ask me for some information to confirm I'm the owner of that account, but you guys don't care about me.. i already open 4-5 Account Escalation Request, which is the case start with REMOVEDi had ask to a agent and she said i can reply on this email, but i try to give you some information and ask any information you need, you guys just reply me"these not enough information to prove I'm the owner of this account"
Now, i explicitly asked for escalation to Account Safety Team!!!
Sincerely,

REMOVED
Initial Complaint
Date:04/10/2026
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
About less than a month ago, all my accounts were compromised due to a family member using my computer and accidentally installing a virus. The account is important because I have spent money on minecraft and was intending on continuing my subscription of xbox gamepass. I now can't do that. I have tried using the microsoft recovery tool but have been met with rejection due to the credit card I used to make purchases (over 5 years ago) is now expired and I cannot type in the correct credit card expiration date, so it automatically rejects my claim. Microsoft has been unhelpful and I would like to escalate to tier 3 support so they can solve this issue. All the information on my account has changed including but not limited to email, phone numbers, recovery email, and other information. Thank you.
Business Response
Date: 04/13/2026
Dear REMOVED,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery concern.
Following our investigation, we confirm that you submitted the Account Recovery Form; however, you did not pass the validation, and account ownership could not be confirmed. As a result, the account will remain locked.
For security and privacy reasons, Microsoft is unable to provide any further assistance in this matter. Accordingly, this case will be closed.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/13/2026

Complaint: 24737244

I am rejecting this response because:
Like I said, I have additional proof that the account is mine. I have never logged in in an account outside of the state of REMOVED, so I have proof that this account along with many others were compromised. Additionally, I submitted it on my desktop which is still logged into the REMOVEDMicrosoft account. I also have credit card information from a purchase, which the credit card is now expired so I cannot use it. I also have information regarding the backup phone number and email on the account before they were removed.
Sincerely,

REMOVED
Initial Complaint
Date:04/10/2026
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On may 30 a got a mail from Microsoft saying that there was suspicious activity on my account so I panicked and pressed on the link.Turns out the email was fake and I got hacked. The attacker changed my sign-in email and removed all my security info. Now my email says the account doesnt exist, but I know the account is still active. I still have proof that the account is mine.I tried submitting REMOVEDforms. The Microsoft account safety team finally acknowledged that my account has been hacked, but they can't do anything due to their "strict security protocols" since they could not give me my account back, they suspended it.I have requested an account transfer but they have not responded.
Business Response
Date: 04/10/2026
Dear REMOVED,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding account take over. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7101057159.

Your case has been assigned to an advocate. They will reach out to you within the next REMOVEDhours. We will monitor the support case through resolution.

Sincerely,
Microsoft Corporation

Customer Answer
Date: 04/18/2026

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.

Thank you.

REMOVED
Initial Complaint
Date:04/10/2026
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought my REMOVEDaccount on Ma 31, 2025. I have used it for some time and I enjoyed using it until the microsoft account tied to it got compromised. It got compromised on November, I opened some suspicious file by accident and all of my accounts got compromied including my microsoft account. The hacker compromised my account in a way where they bypassed my account and changed the alias that is used to a different one that I cannot access nor know of. Most of my accounts that I use has been recovered, but my microsoft account remains to be inaccessible up to this point. This account contains my minecraft account with game data that i've worked hard for a year. Now, I've tried going through the microsoft support and filling out xbox and microsoft account recovery forms but to no avail. Though there are agents answering me in microsoft's support, the only thing that they can do is suspend my account in the meantime and they said I need a TIER 3 level support agent to recover my account and it is very difficult to get a hold of them.
Business Response
Date: 04/10/2026
Dear REMOVED,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery concern.
Please be advised that Microsoft accounts, including those used to access Minecraft and Xbox services, are non-transferable. Buying, selling, or otherwise transferring a Microsoft account is a violation of the Microsoft Services Agreement and the Xbox Community Standards. Microsoft accounts are licensed for use only by the original account owner and may not be purchased or acquired from another individual.
To verify ownership of the Microsoft account, please complete the Account Security Challenge at the following link:
REMOVED
This is the only available method to regain access to a Microsoft account. The form may be submitted up to two times per day, and we recommend providing information that has not been previously submitted to improve the verification review.

Please note that the Account recovery form is reviewed by a member of Microsofts Security Team. If the information provided does not meet the required verification criteria, or if the form is not completed, Microsoft will be unable to restore access to the account. Additionally, if the account is determined to have been obtained through purchase or transfer, it may be deemed ineligible for recovery, and no further assistance can be provided.
Sincerely,
Microsoft Corporation

Customer Answer
Date: 04/11/2026

Complaint: 24735534

I am rejecting this response because:

If you read my complaint properly, the account was compromised and the unscrupulous person CHANGED MY ACCOUNT'S INFORMATION WITHOUT MY KNOWLEDGE. This means that I did not intend for this to happen yet they found a way to bypass my account's security.

Just like I mentioned in my complaint, this form is not helpful as it does not allow me to upload other proof of ownership of my account that is outside the information tied to the account as it has been some time since I created my account. Also said in my complaint, I have filled up this form multiple aimes for almost an entire month, but to no avail it did not help me to recover my account. I am very disappointed in microsoft's account recovery process as ACCOUNT RECOVERY SHOULD NOT TAKE ME 6 MONTHS.

And to add on this, I have answered the acsr form the same day that you asked me to do so, and what happened? It got rejected just a few hours after I answered it.

Sincerely,

REMOVED
Initial Complaint
Date:04/10/2026
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
So my father has this microsoft account that has my REMOVEDlinked to it it's an xfinity email but he used it for microsoft as well a couple of days ago someone somehow got into the account and added their email address to it and the email is not ours it won't let me log in to the account to remove the email microsoft just said that they have detected suspicious activity involved with this account and locked it and makes me fill out a microsoft account recovery form which has not worked all week they say that the information provided is not enough to prove that we actually own the account i filled out a microsoft reinstatement form which has not been answered yet hopefully that works but it won't let me talk to live chat with microsoft either because I have to be signed into a account which I cannot do this is why I am so displeased with microsoft right now the email that i cannot sign into to remove the bad email is REMOVEDand the bad email address is REMOVEDor REMOVEDI cannot log into my xbox because of this either because it says the same thing as about saying there is suspicious activity involved and I have to verify that we own the account REMOVEDwon't let me speak to a live person it's just forms I just want access to my account back that is what this complaint is about. And for any clarity I am the son of the owner of the account so the name of the account owner is REMOVEDI am the son REMOVED. Thank you for letting me explain all of this.
Business Response
Date: 04/10/2026
Dear REMOVED,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery concern.
To verify ownership of the Microsoft account, please complete the Account Security Challenge form available at:
REMOVED
This form is the only method available to restore access to a Microsoft account. You may submit the form up to two times per day, and we recommend providing information that has not been previously submitted to help with verification.
Please note that this form is reviewed by a human reviewer from Microsofts Security Team. If the information provided does not meet the security validation requirements, or if the form is not completed, Microsoft will be unable to restore access to the account. In such cases, the matter will be considered resolved, and no further assistance will be available.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/10/2026

Complaint: 24735233

I am rejecting this response because: i havr tried to fill out the microsoft account recovery form since Tuesday of this week when I noticed stuff changed every single time I get an email saying that there wasn't enough info to prove that the account is mine I seriously don't know why I put my xbox gamer tag in xbox ID that I use the credit card my father uses to pay for the xbox live gold or whatever your most expensive one is old passwords his name for it if there is a way that you could get the recovery form and accept it so I can log in and take the email off my account and change the password and such so this doesn't happen again. That would be wonderful I also did a microsoft reinstatement form which I haven't gotten a response back from yet either. All I know is that the email added is not mine and I want the. Account back it was made in 2020 I belive. If you need anymore info just ask

Sincerely,

REMOVED
Initial Complaint
Date:04/09/2026
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to request immediate escalation to Level 3 support, a real human agent who can investigate account activity logs and restore lost data. Automated forms and tier-1 responses have failed to resolve my issue, and I urgently need your help.What happened:My account was hacked. The attacker changed the alias and the password, enabled two-factor authentication using an authenticator app (which I never set up myself), and deleted all my information.The alias the hacker set.:REMOVEDWhy this account is critical to me:This account is not disposable. It has significant age and tenure, it represents years of digital history, saved credentials, trusted communications, and platform loyalty. Furthermore, I have invested real money into this account through REMOVEDservices (purchases, subscriptions...). Losing this account means losing both financial value and irreplaceable personal archives.Microsofts response so far has been unhelpful.Instead of assisting recovery, Microsofts team has simply closed my account, effectively locking me out without investigation. No attempt was made to verify my original ownership, review IP logs showing the unauthorized access from a different location/device, or offer a manual restoration path.What I need:I need to speak directly with a Level 3 human support agent who can:Verify my identity through alternative means (not just automated forms)Review login and alias-change timestamps Disable the fraudulent 2FA Restore my original alias and deleted information Return full control of the account to me, the legitimate owner
Business Response
Date: 04/16/2026
Dear Tuguerx,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery.

Please visit REMOVEDto provide information necessary to confirm you are the rightful owner of your Microsoft Account.

This is the only method to regain account access. You can submit the form up to two times per day.

Please try to submit information not previously provided.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/16/2026

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.

Thank you.

Tuguerx Prada
Initial Complaint
Date:04/09/2026
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint regarding Microsofts handling of my Xbox/Microsoft account after it was hacked.I used this account for over 10 years and estimate the value of purchases tied to it exceeds $2,000. This includes Xbox consoles, subscriptions, digital games, DLC, in-game purchases. I have purchase confirmation emails dating back to 2013.On November 12, 2025, there were suspicious login attempts on my account, including one from REMOVED. On December 20, 2025, my password was changed without authorization. On December 21, 2025, the attacker began replacing my account security information with REMOVED, Microsoft allowed a 30-day waiting period before this became permanent.On December 31, 2025, the attacker added a passkey and connected an unauthorized app called union4dev. On January 3, 2026, Microsoft sent me a security alert stating someone else may have accessed my account. On January 20, 2026, Microsoft completed the replacement of my security information, leaving me unable to recover the account.I acted promptly after discovering the compromise and contacted Microsoft within weeks, while preserving emails, receipts, and account history proving ownership.I submitted recovery requests on February 8 and 16, 2026. On February 17, Microsoft confirmed there had been unauthorized access to my account. However, REMOVEDrefused to restore it and instead permanently suspended it, stating that because the security information had been changed, recovery was impossible and I would need to repurchase my games.On February 19, Microsoft confirmed no further recovery assistance would be provided.I request that Microsoft:Escalate my case to a higher-level fraud or recovery team.Restore my account and purchases.Reinstate my digital content and account history.Please see BBBComplaintagainstMicrosoft(1).pdf for more information
Business Response
Date: 04/10/2026
Dear REMOVED,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery concern.
To verify ownership of the Microsoft account, please complete the Account Security Challenge form available at:
REMOVED

This form is the only method available to restore access to a Microsoft account. You may submit the form up to two times per day, and we recommend providing information that has not been previously submitted to help with verification.

Please note that this form is reviewed by a human reviewer from Microsofts Security Team. If the information provided does not meet the security validation requirements, or if the form is not completed, Microsoft will be unable to restore access to the account. In such cases, the matter will be considered resolved, and no further assistance will be available.

Sincerely,
Microsoft Corporation

Customer Answer
Date: 04/11/2026

Complaint: 24732978

I am rejecting this response because: Microsofts response does not resolve my complaint. I have already attempted the account recovery process multiple times. Microsofts own fraud investigation confirmed unauthorized access to my account, yet the account was permanently suspended instead of restored.
Microsoft is again directing me to the same recovery form that has already failed. This does not address my complaint or provide any new remedy. I am requesting that Microsoft escalate my case to a higher-level account recovery or fraud team capable of restoring access or providing appropriate compensation.

Sincerely,

REMOVED
Initial Complaint
Date:04/09/2026
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased REMOVED26 the show on cloud gaming to play with my son. After 2 days of trying to figure out how to play with him, we came across article on REMOVED. It dates as of now Microsoft has no ability to play against someone whos inviting you while playing on cloud gaming. I requested a refund since the game doesnt function like its supposed to. REMOVEDchecking today they denied the claim. I just want my $76 back since I cant play with him of anyone else for that matter
Business Response
Date: 04/09/2026
Dear REMOVED,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your refund request for REMOVEDThe Show 26.
While the game is supported on Xbox Cloud Gaming, certain multiplayer features are limited on the cloud platform. These limitations are inherent to cloud-based gameplay and are not considered a defect, as the game functions as designed within its supported environments. Xbox Cloud Gaming does not guarantee full parity with console-based multiplayer features, as outlined in our support documentation.
We also note that you did not contact Microsoft Support prior to submitting this BBB complaint. Please be advised that the Better Business Bureau does not replace standard Microsoft support channels. For future assistance, you may request live support directly at: REMOVED;
As a one-time exception, a refund in the amount of $75.59 has been issued for this purchase. The refund should be reflected within 35 business days, though processing may take up to 30 days depending on your financial institution.
As the refund has been completed, this matter is now resolved and the case is closed.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/09/2026

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.

NOTE to Microsoft. I went through the refund channel and explained the reason why I wanted it returned. You denied my claim. Im not sure how much more I was supposed to do, in regards to the game not fully functioning.
Thank you.

REMOVED
Initial Complaint
Date:04/08/2026
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a complaint regarding my Microsoft account, recently my account was compromised on the 4th of April, the original email alias and password were changed by an unauthorized party leaving me unable to access my account as well as its associated services and paid licenses such as Minecraft, REMOVED, Among Us and my OneDrive. I have attempted to use the account recovery forms that were provided to me by live chat support agents over five times as well as standard recovery forms, yet they have not been able to provide any aid to my situation. It was confirmed by Microsoft and Xbox Support that my security info was altered and unauthorized activity occurred on my account. Yet my request to reinstate my account to me was refused even after providing irrefutable proof of ownership, in which my paid licenses and digital property are effectively being seized from me. It was also stated that the hacker had enabled 2FA and that security protocols had ceased and further action to restore my account. Furthermore, REMOVEDSupport also stated that my premium licences as well as access to my OneDrive files were lost. I was then recommended to create a new account and repurchase the games and subscriptions as if the evidence I provided were deliberately being disregarded. The inability to access this account has resulted in significant inconvenience.During my attempts to recover my account, I have provided undeniable evidence in which that I am the legitimate owner of the account. Evidence includes the transaction IDs for the purchase of Minecraft, the credit card details that was used to purchase the game, dates of previous password changes. My requests are as follows:1.Full reinstatement of access to my account including all the purchased licenses and associated REMOVEDa reinstatement is not possible due to TSV being enabled by the hacker, I request a full refund for all the purchases made on the account.
Business Response
Date: 04/08/2026
Dear Lucan REMOVED,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery concern.
To verify ownership of your Microsoft account, please complete the Account Recovery Form available at the link below:
REMOVED
This form is the only available method to request account access restoration. You may submit the form up to two times per day. We recommend providing information that has not been previously submitted to improve the review outcome.
Please note that the form is reviewed manually by Microsofts security team. If the validation requirements are not met, or if the form is not completed, Microsoft will be unable to proceed with further assistance, and this case will be closed.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/09/2026

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.

Thank you.

Lucan REMOVED

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. As a matter of policy, BBB does not endorse any product, service, or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

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Microsoft is NOT a BBB Accredited Business.