1. Account Recovery Riddles
This is what you should do if you forgot your Gamertag but still want to log in—no need to tag along with your memory!
What is follow the ‘Forgot username’ flow at login.live.com?
If a gift card code is damaged, you’ll need to look for this on the back—because every good code has a “serial” story.
What is the SN (serial number)?
If a customer’s purchase is rejected due to region mismatch, you might suggest this “gift” of an idea.
What is advise them to buy a digital gift card from a third party?
If your controller isn’t working, you should always check these first—because sometimes it’s just a “battery of issues.”
What are pending firmware updates and brand new batteries?
If a digital game won’t launch, you should check this “detail”—because ownership is the “game changer.”
What is review if the customer owns the entitlement for the game/content?
$200: If your account’s been taken over, you’ll need this form—because sometimes your password just isn’t the “key” to success.
What is the ATO recovery form at aka.ms/recovermyaccount?
If a token was redeemed in the wrong region, you’ll need to “console” the customer with this advice.
What is advise them to contact the retailer?
When a customer’s activity doesn’t match their region, you must “zone out” their hopes for this.
What is inform them they won’t be able to complete purchases in a region they’re not located in?
When a device needs repair, make sure it’s registered—because you can’t “console” a customer without a device in your “account.”
What is register the device under their account before creating a repair order?
When troubleshooting PC games, sometimes you need to “boot” up your skills with this advanced step.
What is perform a clean boot in Windows?
When helping a customer fill out the ACSR form, you should always set these—so their expectations don’t go “ACSR-ocketing” away!
What are clear expectations about what you can do as an advocate?
When a code is invalid, you should check for this—because sometimes a single “character” can change the plot!
What is review any misspelled character in the code?
If a customer keeps getting geo-arbitrage locks, remind them that “migration” isn’t always the “move” they need.
What is avoid performing a region migration through CST?
If a customer can’t provide proof of purchase, you might need to “XEMpT” them from the usual rules.
What is use XEMpT to do a warranty adjustment as an exception?
If all else fails, you can always “Ranger” up and do this.
What is escalate to your Ranger?
If MFA is blocking access, this “second factor” might save the day.
What is use backup codes or alternate authentication method?
If a physical card is unreadable, this “receipt rescue” might help.
What is request proof of purchase from retailer?
If a payment method fails, suggest this “backup wallet.”
What is add a different payment option or PayPal?
If a console won’t power on, this “cord check” is step one.
What is verify power cable and outlet?
If a game crashes on launch, this “update mantra” is key.
What is update game and system software?
If a hacked account keeps recurring, suggest this “lockdown mode.”
What is enable two-step verification?
If a prepaid code fails, this “check” is key
What is confirm account region matches code region?
When a customer wants to buy in another currency, remind them of this “exchange reality.”
What is purchases must match account region currency?
When a console update fails, this “offline lifeline” can save the day.
What is use offline system update via USB?
When multiplayer fails, this “network nudge” helps.
What is check NAT type and network settings?