Recovery email address and phone number changed, possible hack?

Hi De Groot, 
Good day! Thank you for reaching out and welcome to Microsoft Q&A.

I’m sorry to hear that you’re experiencing what appears to be an account compromise, I understand how concerning this must be, especially when recovery options have been changed without your knowledge.

Below are some steps that you could try:

Step 1. Confirm you still have access 

• In a Private/Incognito browser, go to https://account.live.com/Activity and sign in using the phone number you just re-added. 
• Under Review recent activity, look for sign-ins or security-info changes you didn’t make. 
• If you can’t sign in here, skip to Step 3 (recovery form). 

Step 2. Remove the Unknown Recovery Email Alias 

Once signed in with your own phone: 

• Navigate to Your info → Manage how you sign in to Microsoft. 
• Under Account aliases, you’ll see the unfamiliar address marked as a secondary alias. 
• Click Remove next to that alias. 
• Immediately click Add email and register one you control (Gmail, another Outlook.com). 
• Wait 30 days for the removal to complete (this is a built-in security hold Microsoft enforces). 

Step 3. Submit the Microsoft Account Recovery Form 

• Open private/incognito mode, go to https://account.live.com/acsr 
• Enter the affected email and a valid working email for Microsoft’s reply.  
• Provide as much accurate detail as possible, such as:   
  • Previous passwords you remember  
  • Recent subjects of sent/received emails 
  • Folder names or contacts you interacted with 
  • Recovery phone number or backup email you may have used  
  • Previous billing/card info  
• Submit and wait for a response (typically within 24–72 hours). You may refine and resubmit up to 2 times per day.  

Tips:  

• Double-check the inbox (and spam/junk folder) of the alternate email address you provided in the form.  
• Make sure you used the correct contact email each time you submitted the form.  
• Submit from a trusted device/location: If possible, submit the form from a computer or network location you frequently used in the past to access your account.  
• Wait at least 24 hours between attempts. Multiple failed logins can extend the lockout period.  
• You can also refer to this official guide to help you fill out the form more accurately Help with the Microsoft account recovery form - Microsoft Support 

Step 4. Contact Microsoft Support team via a different Microsoft account 

• Visit Contact - Microsoft Support    
• Search for "Account Recovery" in the search box.  
• Click "Get Help" and press Enter.  
• Navigate through the support options to find "Contact Support."  
• Choose a relevant option like “Password Reset/Recovery” or “Manage Account Security.”  
• For product/service, select "Other Products."  
• For category, choose "Manage Account Security."  
• Look for and select "Chat with a support agent in your web browser" or a similar callback option.  
• Clearly explain your situation  
• Persistence: It can sometimes take multiple attempts to reach a helpful agent or to get your case escalated. Some agents may still direct you back to the form, please let them know you’ve exhausted that option and request further assistance.  
• Please Note: The Chat support team only works at certain times, so if the last window says you are not available, try to open it again the next day. If you prefer phone support, you can leave a phone number. That way, they can contact you back and help you further 

Besides, you can contact Global Customer Service phone via Customer service phone numbers - Microsoft Support    

Thanks for your precious time and understanding. Please feel free to let me know how it goes. I’m here to help as much as I can. 

Warm regards, 

Winnie – MSFT | Microsoft Q&A Support Specialist  

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