Hacked Email Authenticator ke*****@tom.com

Question

I usually log in using 'verdunomago' as my username. When I switched from Windows 8 to Windows 10, I lost access to my Xbox account, which was named 'PowePaladin69' or something similar. The only use I had for this account was to play Minecraft on my 'verdunomago' account. When I tried logging in again, it suddenly asked for authentication through an email ending in '@tom.com'. I looked online, and everyone is saying that I was hacked and should seek help. What should I do?

Answer 1

Dear Henrique Migotto,

Thanks for using Microsoft products and posting in the community. 

I understand that you are trying to recover your account and that this is causing you distress, I understand how you feel. I would love to help you with your account recovery, however, the Microsoft account recovery process is handled by a fully automated server that we do not have access to in the Microsoft Community, so I apologize for the inconvenience this issue has caused you.

Microsoft takes account security and privacy very seriously, and the meticulous account recovery process is designed to protect customers' personal information from malicious activity.

Do you have any other verification methods, such as other email addresses, other mobile phones? If there are other ways to verify,you can reset your password.

When you log in to your account, click Forgot Password, get the verification code, and enter a new password when you're authenticated.

For more information, see the following links: Reset a forgotten Microsoft account password - Microsoft Support

If you know the account password, but do not have other verification methods: Login to https://account.live.com/, enter the password, you select "I do not have any of these", you may need to wait for 30 days, you can follow the above steps to fill out and add other verification information.

You can try filling out the recovery form, which can be filled out twice a day. When filling out the recovery form, you need information about your recent email, and if you have a friend who has sent a recent email, you can ask your friend to provide you with the specific information of the email. If you've purchased a Microsoft product, you can find and provide the appropriate order information. Then fill out the recovery form with as much detail and accuracy as possible to help you recover your account.

You can fill out the following form: https://account.live.com/acsr 

For more information about help with the Microsoft account recovery form, see the following links: Help with the Microsoft account recovery form - Microsoft Support

You can try contacting customer support and asking if there are any other methods:

1. Open the website: Contact - Microsoft Support
2. Enter MSA in the box below "We're here for you", click "Get Instructions", and then click "Contact Customer Support" below, (this status must be logged in to your Microsoft account, if you haven't logged in, you can follow step 3)
3. In this section, you need to sign in to your personal Microsoft account

Note: You can only log in with your personal MSA, and you can't display the correct content when you log in with your company account. If the account cannot be logged in, you can use another account or create a new account to execute;

4. Select "Other Products" in Products & Services, select "Manage Account Security" as a category, and click Confirm
5. You can select "Chat in a web browser and support specialist" to enter the chat window.

Please contact support during business hours.

Thank you for your patience and support.

Have a great day.

Best Regards,

Linda.L-MSFT | Microsoft Community Support Specialist