account could have been hacked

Question

MY ACCOUNT MIGHT HAVE BEEN HACKED. I HAVE CHANGED THE PASSWORD BUT NOW IT SAYS ITS BLOCKED. I TRIED TO LOG IN WITH THE AUTHENTICATOR APP AND IT SAYS THAT THERE IS AN ERROR AND TO TRY AGAIN LATER. ALSO MY OLD PHONE # WAS ATTACHED TO THAT EMAIL SO I CANNOT AUTHENTICATE MUCH. IS THERE ANOTHER WAY TO GO ABOUT THIS TO PROVE IT IS MY EMAIL. I DO HAVE PROOF, LOTS. PLEASE HELP ASAP.

Answer 1

Hi thank you for the reply. I have not found where I can input all of that Info of previous emails sent, last emails Received etc. I have. Proof of it all so there not a concern. When I submit info in the form it tells me it’s not the right info but I can’t find where I can input more information to really prove it’s my account. I have tried calling. Nothing. Is there any live agent I can discuss this with as I know it would be figured out instantly if there was someone I could speak with. I have access to my account on my MacBook but it says blocked on my phone. So I do have access to get emails and send them.

Answer 2

Dear Anonymous,

Thanks for your post in Microsoft Community.

I understand that your account may have been hacked and is currently locked. Unfortunately, when you try to unlock the account, your authenticator is giving an error and cannot be used, and the old phone number is also unavailable.

Firstly, please understand that the community is a public space, and for privacy protection, we do not have access to user data and do not have the tools to directly help users recover their accounts. With the limited support available, I can only provide recovery suggestions based on your current description of the situation.

In the case of insufficient backup information, the recovery form is usually the only conventional recovery method left.

Help with the Microsoft account recovery form

This is an automated process, and we cannot intervene in the results; it depends on you providing enough information. Let’s try to provide more information for this email:

Do you remember any other passwords you have used in the past? Also, do you have a fixed password habit on other software, which might also be the password for your email?

Additionally, have you sent any emails recently? The subject of the emails you have sent can also be used as authentication information. It’s normal if you don’t remember, and you would need to contact your recipients to confirm. If you haven’t sent any emails, or cannot find your recipients, you can also send an email from an account you can use to the account you need to recover.

Furthermore, have you ever had any subscription information or purchased any services on your account? If you can obtain the order number, it is also one of the authentication informations.

Finally, with the information you have collected, try the recovery form again or contact our online support department to see if they can help you recover your account.

Please follow the steps below to contact the Microsoft Online Support: 

Contact - Microsoft Support

1. Enter your question to search and Click "Sign in to contact Support" at the bottom of the page. 

2. Log in to another available Microsoft account. (Personal account only)

3. Under Products & Services, select "Other Products". 
4. Under Categories, select "Manage account security", and click Confirm. 
5. Click "Chat with a support agent in your web browser". 

Thank you for your time and understanding.

Best regards

Yolanda - MSFT | Microsoft Community Support Specialist