Microsoft’s Xbox Support has said it will help streamer Joshua Khane recover a hacked Microsoft account after his complaints gained widespread attention online. The case matters because it highlights concerns over how effectively the company handles account compromises involving digital game purchases and personal cloud-stored files.

Khane said Microsoft had acknowledged that his account was compromised but had initially refused to restore 25 years of data, thousands of euros’ worth of games and family photographs stored in OneDrive. Xbox Support later apologised publicly and said it was working to restore access to his purchases, but other users responded that they had received similar messages without recovering their own accounts, questioning whether the intervention was prompted by the post going viral.