Can I remove hacker's authenticator (can't see it on account security) (support cannot do)

Question

Can I remove hacker's authenticator (can't see it on account security) (support cannot do)

Madeleine Clare 25

Hello,

NB I SELECTED "OUTLOOK" BUT IT'S MY WHOLE MICROSOFT ACCOUNT BEING HACKED, I AM A HOME USER OF 365/ OUTLOOK

My account has been repeatedly hacked (hotmail/ outlook/ general microsoft 365/ cloud etc)

I have changed passwords, aliases and put an authenticator on. Changed phones, put on antivirus, got a new laptop. Nothing stops it.

I've contacted support. Everything is "good" except it's clear the hackers (IP address Saudi Arabia and USA) repeatedly get in. I realised they have an authenticator being sent the same codes as me, because when I am sent them it says "sent to your android and ios devices".

I only have android. But there's nowhere in Microsoft security I can see or remove this device. I have removed other passkeys, but can't see this. Support can't help. I also don't always get alerted about the account security because it's happened so often, now I get the message "we think this was you" and when I do 'secure' the account, it says it's already been done.

How to get rid of their authenticator? I've been through support a million times. They have tried, but can't yet change my password. Any help (in simple terms please!!)

Thanks!

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Answer 1

Emmanuel Santana 40,115 Independent Advisor

Hello, this can be a bit complex, so let's review your account’s security settings carefully.

Please visit: https://account.live.com/proofs/manage/additional

Under "Ways to prove who you are," you’ll see options like:

Enter password
Email a code
Send sign-in notification
Enter a code from authenticator app

In the middle of the page, you’ll find:

Passwordless account
Two-step verification

Here’s what I recommend:

Generate a recovery code at the bottom of the page and save it securely. This code is a backup to regain access if you lose your password or cannot use other verification methods.
Change your account password.
Remove these options from your account:
- Send sign-in notification
- Enter a code from authenticator app
- Passwordless account
- Two-step verification

After doing this, verify that only your password and a valid recovery email remain under "Ways to prove who you are."

Finally, open an InPrivate window in Edge (click the three dots at the top, then select "New InPrivate window") and try logging in using only your password. Let me know if that works.

Take your time following these steps to secure your account properly.

Madeleine Clare 25 Reputation points

2025-07-29T08:14:08.69+00:00

Thanks for the answer Emmanuel Santana

Can I then re-add an authenticator and what do I have to do to the one I've already got? Remove and reload? Or just use it again? Thanks
Emmanuel Santana 40,115 Reputation points Independent Advisor

2025-07-29T12:00:04.1533333+00:00
Certainly, it’s crucial to add the authenticator once you have completed all these steps.

Our primary goal is to disable any other authenticators, even though it’s highly unlikely someone else could do this, we are taking this precautionary measure.

Please make sure to follow the guide I shared carefully, especially the section about generating a recovery code. If you ever lose access to your account, this recovery code is the only way to regain it. Without it, your account will be locked, and Microsoft support will not be able to assist you.

So this:

Generate a recovery code at the bottom of the page and save it securely. This code is a backup to regain access if you lose your password or cannot use other verification methods.

Change your account password.

Remove these options from your account:

Send sign-in notification

Enter a code from authenticator app

Passwordless account

Two-step verification

Once you’ve completed these steps, you will then re-add the authenticator.
Madeleine Clare 25 Reputation points

2025-07-29T13:05:31.22+00:00

Hi thanks I have already generated a code. But I don;t want to remove send a notification to either my phone, recovery email or device. Can't I just remove the authenticator on its own? Thanks
Emmanuel Santana 40,115 Reputation points Independent Advisor

2025-07-29T15:33:20.93+00:00

I understand. In this case, the process involves first removing all existing devices, then re-enabling notifications so that only your trusted devices will receive them. This prevents anyone else from having access to login notifications through your phone.

In other words, you temporarily disable the notifications and then reactivate them exclusively on devices you fully control. This ensures that no unauthorized devices can approve logins to your account.

After completing these steps, you will have full control over your password, notification recipients, and overall account security.
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Madeleine Clare 25 Reputation points

2025-07-29T20:23:00.9233333+00:00

Hello, thanks for your help. I have re added the account to one authenticator, but am a loss at how to do the second. It still has the account listed but is clearly not generating codes. Not sure where to get the scan code from. Thanks,
Emmanuel Santana 40,115 Reputation points Independent Advisor

2025-07-29T22:54:38.92+00:00
Thanks for the update, you can do this:

Open https://mysignins.microsoft.com/security-info

Sign in with your Microsoft account.

Click "Add a new way to sign in or verify"

Click where it says: "Or, set up a different Authenticator app."

This will show a QR code.

On your second phone/device, open the Authenticator app, choose “Add account” > “Work or school” > Scan the QR code.

Give it a try and let me know if it worked for you.