Stolen Device

Question

Many years ago my phone was stolen, Whoever took the phone must have given it to their child. Who changed the profile picture on my hotmail. I no longer have the phone number that was associated to that device, However , every time I send an email to anybody picture of a young child displays in the sent email. How can I get this fixed?

Answer 1

Hello Anjali Murray

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question (microsoft.com)

Thank you for understanding.

Regards,

Vince

Answer 2

Hello! Anjali Murray

Thank you for the reply!

If you have changed the picture recently this will be updated or reflected on/before the 30th day as this is the estimated day for the automated server to apply any changes in your account.

Yes that can too help but I think that would only occur for the email sender not your account specifically.

For now, I would encourage you to wait for the 30days request of change in your account. I can assure you that this will eliminate your concern about the picture in your account.

If ever the issue still persists, please let us know or contact the Microsoft Support.

Best regards,

Vince

Microsoft Community Moderator

Answer 3

Thank you Vince for all the trouble shooting tips. I have performed all of them. Upon testing email, sadly the childs photograph still appears. I have added do not show sender image. Do you think this may help?

Answer 4

Hello! Anjali Murray

Thank you for posting in Microsoft Community

I understand that dealing with a stolen device and unexpected changes to your profile picture can be quite concerning. Just to set your expectations that Microsoft accounts are managed by an automated server in which we do not have any manual access to this, and we have limited tools for checking your account and subscription details in Community.

Allow me to ask:

• Can you still sign into your account in https://account.microsoft.com/ ?
• Have you tried changing the picture or change the password of your email account?
• What error message are you getting?

Let’s address this step by step:

1. Remove Profile Picture from Microsoft Account:
   • To delete your profile picture from your Microsoft account, follow these steps:
     1. Go to the Microsoft account profile picture page.
     2. Click the “Remove” button in the lower-right corner of the page.
     3. Confirm by clicking “Yes” when prompted^1^^2^.
   • This should remove your current profile picture.
2. Child’s Picture Displaying in Sent Emails:
   • If a picture of a young child consistently displays in your sent emails, it might be related to the profile picture issue.
   • To address this, consider the following:
     • Check Your Sent Emails: Review your sent emails to see if the child’s picture is attached or embedded in any way.
     • Update Your Email Signature: Ensure that your email signature does not include any images or attachments unintentionally.
     • Scan for Malware: Run a thorough malware scan on your computer or device to rule out any malicious software causing this behavior.
     • Change Email Settings: Log in to your email account (e.g., Hotmail/Outlook) and check your settings. Look for any unusual configurations related to profile pictures or signatures.
3. Account Security:
   • Since your phone was stolen, it’s essential to secure your account:
     • Change your password for your Microsoft account.
     • Enable two-factor authentication (if not already done) to add an extra layer of security.
     • Review any connected devices and remove access for the stolen phone.
     • Monitor your account activity regularly.
4. Reset password/Change password:
   • 1. Go to the Microsoft account recovery page: https://account.live.com/resetpassword.aspx 
     2. Enter your email address and click on "Next".
     3. Select the option "I don't have any of these" if you are asked to verify your identity using your phone number.
     4. Follow the prompts to verify your identity using other methods such as your alternate email address or security questions.
     5. Once you have verified your identity, you will be able to reset your password and regain access to your account.

I would strongly recommend for you to add/change/update your security information in your account as this will be useful for verifying your ownership of your account in case if it is lost. I would also suggest to add at least 2-3 or more additionally security information for alternative ways of receiving the code.

Here are some helpful links on how to keep your account safe and secure:

• How to help keep your Microsoft account safe and secure - Microsoft Support
• Sign in using two-step verification or security info - Microsoft Support
• Microsoft account security info & verification codes - Microsoft Support

Remember that privacy and security are crucial, and taking these steps will help you regain control over your account and prevent any unauthorized changes. I hope this helps!

Thank you,

Vince

Microsoft Community Moderator