Microsoft account hacked — attacker changed security info and enabled 2FA, recovery form does not work

Question

My Microsoft account was compromised and I can no longer access it. The attacker changed the account information, including the visible name and security settings, and enabled 2-step verification, which prevents me from completing the normal account recovery process.

I am the original owner of the account and can provide information to verify ownership, including the original email address, previous account details, Xbox/Minecraft information, and other account history.

The automated recovery form keeps failing because the attacker changed the security information. I need help getting this escalated or finding a way to recover my account.

Thank you for any assistance.

---

Moved to Microsoft 365 og Office | Andet

Answer 1

Disclaimer: I noticed that your language setting is da-DK, while your request was submitted in English. To ensure consistency and clarity, I will continue to respond in English.

---

Hi Alexander Vejen,

Welcome to Microsoft Q&A forum. 

I’m sorry to hear that your Microsoft account may have been compromised and that the attacker changed the security information and enabled two-step verification.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas only.

For a compromised personal Microsoft account, please start with Microsoft’s official hacked account recovery guide and Sign-in Helper. However, if two-step verification is already enabled and you no longer have access to the verification methods, the normal recovery form may not work. Microsoft also states that support agents cannot send password reset links or directly change account details for security reasons.

You can still try contacting Microsoft Support through the official support page:

• Select Show expanded list of products
• Choose Outlook > Get Home support
• Type Account Recovery in the search box, then select Get Help > Contact Support
• If you can’t sign in to the affected account, you may sign in with a different Microsoft account to access support options
• Under Products & Services, select Other Products > Manage Account Security, then choose Chat with a support agent via web browser

Thank you for your understanding. 

---

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.