Repeated Account Recovery Emails Despite Responding — Risk of Ticket Closure (SIR21498538 / SRX7080961196)

Question

Hello,

I’m reaching out here in hopes of getting advice or clarification from the community or a Microsoft representative. I’m currently dealing with a frustrating situation involving my Microsoft account, which was compromised earlier this month.

On July 10, I contacted support after discovering my account had been taken over and the alias changed. The automated recovery form didn’t work, so I spoke with a live agent who escalated the case. That same day, I received an email from the higher support team requesting proof of ownership, which I provided immediately.

Then, on July 12, I received a follow-up asking me to create a new Microsoft account to aid with the recovery. I did so right away and replied with the new account details.

Since then, I’ve had to follow up multiple times as I wasn’t getting any responses. When I contacted Live Support for updates, I was told to wait 72 hours… then a week… and eventually I was told they couldn’t even check if my responses were being received. I’ve now received the same exact recovery email three times, most recently today, and this time it states that if I don’t respond, the ticket will be closed — even though I’ve responded to every single message within the hour.

Today’s Live Support agent was sympathetic but ultimately said there’s nothing they can do, and if the ticket is closed, I should just contact them again and they’ll “re-escalate it.”

Here are the relevant details:

I’ve been doing everything I’ve been asked, responding promptly and providing all information requested. But it feels like the system isn’t registering my replies at all, and I’m being warned the case will be closed as a result.

Has anyone else experienced this? Did you manage to get your account recovered? How long did it take, and was there any way to confirm your replies were being seen?

Thanks for reading — any guidance or shared experience would be appreciated.

— Jordan

Answer 1

Hi Jordan,

Thank you for reaching out to Microsoft Q&A forum. I understand how frustrating and concerning this situation must be, especially given the urgency of recovering your compromised Microsoft account.

To ensure your responses are correctly received and associated with your case:

1. Reply directly to the latest recovery email without changing the subject line or formatting.
2. Include all previous correspondence in your reply (forwarding the entire thread helps).
3. Send your response from the same email address used to open the case.
4. If possible, copy and paste your response into the body of the email rather than attaching it.

Additionally, I recommend reviewing Microsoft’s official guidance on the account recovery process here: Help with the Microsoft account recovery form

If the ticket is closed despite your responses, please don’t worry—you can reopen the case or start a new one using the same recovery form. When doing so, reference your previous case numbers and explain that you’ve already submitted the requested information multiple times.

If the issue persists, please let me know. I’ll be happy to guide you further or escalate the issue if needed.

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Best regards,

Sin Dau | Microsoft Q&A Support Specialist