Potential Personal Account Hack

Question

A couple of weeks ago I purchased a subscription to Clip Champ. It required a personal Outlook account so I created a free one. Yesterday, I received notification that someone attempted to log into my Facebook account - an attempt was made from California. I resolved that this morning. However, when I tried to access Clip Champ, it said my personal Microsoft account was locked.

I followed the procedure to unlock my account and when I got to the step that asked for a phone number to text a code to, it wouldn't accept my number. I unblocked any numbers on my phone and Microsoft still would not send the code to my phone. I tried several other phone numbers and got the same response. I was able to work my way around that by submitting a form that allowed me to info to verify it was me.

Recently, Microsoft said I was verified and could reset my password. I reset it, and then was promptly told my account was locked again. I followed the same process and now I get the message that I've reached my limit for account recovery requests. To say I'm frustrated would be a massive understatement. I cannot access my account and it's possible I have a fraudulent charge on my credit card now for a Microsoft Store purchase. I'd appreciate some help.

Answer 1

Thanks, Jill. We appreciate the additional details you have provided.

When was the last time you successfully logged in to the account? I need an exact date.

Also, when you first attempted to recover this account did you use the link below?

https://account.live.com/acsr

We await your response.

Regards,

Glenn Rue

Answer 2

I did that already and it did not work.

Answer 3

Good morning, Jill.

That's the option we are counting on to solve this issue. The one where you can use a number not tied to the account that is. So, have you done that already? And did it fix your issue?

Respectfully,

Glenn Rue

Answer 4

Thanks Glen,

In response to your questions:

1. It's a personal outlook.com account - not work based.
2. I did add a phone number and email address.
3. I am getting all of the checkmarks.
4. I am getting that image. When I try to unlock, it tells me it can't send a code to any number I provide. I looked up why, concerned it had to be a specific phone number that's tied to the account, and I learned that it does not need to be a number tied to the account.

Answer 5

Good morning, Jill.

Thanks for reaching out to our Microsoft Community Forum. Please accept our sincerest hope that all is well.

From the description you have provided you have been locked out of your Microsoft account and you been unable to recover it ever since.

When it comes to account recovery it mostly involves self-help articles and automated tools. So, if an article or tool does not work for you it's possible that there's an underlying issue that we need to address first. Hence, let us work together as a team to get to the bottom of this issue of yours. But to better assist you I need to ask:

1. What email account did you use to create this Microsoft account? You don't have to tell me the actual email account. I just need to know if it's @Outlook.com or @Hotmail.com or @Live.com or MSN.com.
2. When you created this account did you add both a working phone number and an alternate email address for recovery purposes to it?
3. From the device you’re having an issue, can you tell me if you’re getting all green checkmarks when visiting the following link?

https://portal.office.com/ServiceStatus

4. If you go to https://account.microsoft.com/ and attempt to log in to your account, are you getting the error in the photo below? If you get something else, please provide us a photo of it.

Hope to hear from you soon.

Respectfully,

Glenn Rue

Forum Moderator

Microsoft Community