my account got hacked and they changed the phone number and the emails that connected to it so i cant change the password either

Question

my account got hacked and they changed the phone number and the emails that connected to it so i cant change the password either

Deez Nuts 20

my account (not this one) got hacked and i dont know how. they changed the phone number used in case i forgot my password and the backup emails got changed so i cant change my password. and when i tried the account recovery form, microsoft sent me a email telling me that they ignored it because i have some "2 step verification active'' on my hacked account

Moved from: Microsoft Security | Microsoft Authenticator

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Answer accepted by question author

Victor1-V 13,020 Microsoft External Staff Moderator

Hello Deez Nuts,

Thank you for posting in the Microsoft Q&A forum. I see there is an answer from Q&A Assist; I would like to add more specific information and a clear path forward given the critical nature of your issue.

I am deeply sorry to hear that your Microsoft account was compromised and that the attacker changed both your recovery information and enabled two-step verification (2FA).

You have identified the core obstacle: when 2FA is active on an account, the standard automated account recovery form will not work, as it cannot bypass this highest security setting. This is why your recovery request was not processed.

I want to be fully transparent that recovering an account under these specific conditions is challenging and the chances of successful recovery are limited. As a forum support agent, I do not have access to account systems and cannot initiate a recovery or bypass security settings. My role is to guide you to the dedicated team that can help. Due to this complexity, the only remaining path is to seek direct assistance from a Microsoft Account Support Agent.

Please follow these specific steps to connect with a support agent via live chat, which is the recommended channel for personal account recovery involving security compromises:

1, Visit the Microsoft Support contact page: Contact - Microsoft Support

2, In the search bar provided on the page, type "Account recovery" and press Enter.

3, Click on the "Get Help" button that appears.

4, Scroll down the page until you see and click on the "Contact Support" option.

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5, When prompted to select your product or service, choose "Other Products".

6, For the category, choose "Manage account security".

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7, Look for and click on "Chat with a support agent in your web browser".

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8, Confirm your personal email when prompted—this is the email Microsoft will use to communicate with you during and after the support session.

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9, When connected, clearly explain your situation. Be concise but include all relevant details

I appreciate the time you are spending to resolve this sensitive issue. I sincerely hope the support team can assist you in recovering your account.

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1 additional answer

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Answer 1

If your account has been hacked and the recovery options such as phone number and backup emails have been changed, it can be challenging to regain access. Here are some steps you can take:

Use Account Recovery Options: Since you mentioned that the account recovery form was ignored due to two-step verification, ensure that you are following the correct recovery steps. You may need to provide as much information as possible about your account to verify your identity.
Contact Microsoft Support: If you are unable to recover your account using the automated methods, your best option is to contact Microsoft Support directly. They can provide assistance in recovering your account, especially if you can prove ownership.
Check for Compromised Account Symptoms: If you regain access, check for any suspicious activity in your account, such as changes to settings or unauthorized transactions. You can also review the security information associated with your account and update it to prevent future issues.
Enable Additional Security Measures: Once you regain access, consider enabling additional security measures such as two-factor authentication (2FA) to enhance your account's security.
Monitor Your Accounts: Keep an eye on your other accounts for any unusual activity, as hackers may try to access other accounts linked to your email.

It's crucial to act quickly to secure your account and minimize potential damage from unauthorized access.