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Recovery Form issues

Leo B 0 Reputation points
2026-02-15T22:19:08.3+00:00

So on 11/27/25 my MS acc. got hacked and I had to fill out a recovery form to attempt at getting it back. I then contacted support via live chat and tried to get it back through there. A support agent told me the team would be working on it with their best effort. I never got an update, So in January, I tried again to get it back. And after submitting the form, an automatic email was sent and said this:

Hello, 

Thank you for contacting Microsoft Support. 

We have confirmed that you are the owner of [hacker's email] An additional email with a link to reset your password has been sent to this email address. 

Thanks for your patience while we verified the information you submitted. Microsoft takes the security and privacy of our customers very seriously, and we are committed to protecting your personal information. Account recovery request is now closed. 

Now this is frustrating because they say they know I am the owner, but instead of sending the instructions to my email that I got this update from, they sent it to the hacker's email.

So I talked to another MS live chat support agent about this and they said again they would use their best effort. I never got any email back for any updates, so I filed ANOTHER recovery form, and this time they said this:

Hello, 

Thank you for contacting Microsoft Support. 

We recently received a request to recover your Microsoft account [hacker's email]. Unfortunately, we have determined that the information you provided was not sufficient for us to validate your account ownership. We take the security and privacy of our customers very seriously and are committed to protecting your personal information.  

Submit a new form with as much accurate information as you can gather. You can submit two requests per day. To regain access, make sure to include all the information requested. 

So this is probably because I tried to fill out the form quickly but isn't a big deal, anyways, I just need help to get my account back because I really need to get my progress on my video games back.

Oh and btw I don't know the child thing underneath so i chose random

Moved from: Microsoft Security | Microsoft Authenticator

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Emmanuel Santana 39,025 Reputation points Independent Advisor
    2026-02-16T06:01:12.3666667+00:00

    Hello. There are two different Microsoft account recovery forms, and they serve different purposes.

    1. The standard Account Recovery Form (Ownership Verification): https://account.live.com/acsr This is the detailed ownership verification form used when you cannot access your account.
    2. The compromised account Recovery Form (Account Takeover / Hacked Account) https://aka.ms/recovermyaccount This is typically used for compromised or hacked accounts.

    If the account may have been taken over, I recommend using the compromised account recovery form. The general process is as follows:

    1. Go to https://aka.ms/recovermyaccount.
    2. Complete the form with as much accurate information as possible. In the section titled “Alternate emails or phone numbers associated with the account,” include all relevant phone numbers, alternate emails, and any payment methods such as credit cards previously used on the account. The more precise information you provide, the better.
    3. After submission, you should receive an email from msaccountsafety@microsoft.com. This email will contain your case number, which begins with “SIR.”
    4. Check your Inbox, as well as your Spam and Junk folders.

    For additional guidance on completing the form, you may refer to: https://support.microsoft.com/account-billing/guidance-notes-for-the-microsoft-account-recovery-form-4dd8fef1-33d2-4fbe-9352-66127ab9b50e

    Please note that these are not the official names of the forms. I’m only using these labels to clearly distinguish between them, so you can understand their purpose and determine which one is appropriate for your situation.

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  2. AI answer

    2026-02-15T22:19:20.1533333+00:00

    It sounds like you're facing a frustrating situation with your Microsoft account recovery. Here are some steps you can take to improve your chances of regaining access to your account:

    1. Use the Official Recovery Form: Make sure to fill out the recovery form at https://account.live.com/acsr with as much accurate information as possible. Include details like previous passwords, recent email subjects, and contacts you’ve emailed. This information can help verify your identity.
    2. Wait for Lockout Periods: If you have reached the limit for submissions or are temporarily locked out, wait for the lockout period (usually about 24 hours) before trying again. Avoid making further attempts during this time as it can reset the cooldown.
    3. Contact Microsoft Support: Since you’ve already contacted support, it may be helpful to try again. When you reach out, explain your situation clearly and mention that the recovery emails were sent to the hacker's email. You can ask for further assistance or clarification on how to proceed.
    4. Be Persistent: If you receive automated responses, don’t hesitate to submit another recovery request with detailed information. If you can, use a familiar device and location when submitting the form.
    5. Monitor for Updates: Keep an eye on your email for any updates from Microsoft regarding your recovery request. Sometimes, responses can take time due to the volume of requests they handle.
    6. Secure Your Other Accounts: If you regain access, ensure to secure your account by changing your password to a strong, unique one and enabling two-factor authentication again.

    If you continue to face issues, you may need to be patient as account recovery can be a lengthy process, especially if there are complications with verification.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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