How do I recover a hacked Microsoft account that changed my e-mail, password, used 2-step auth, and an authenticator app?

Question

I just got compromised (hacked) via a phishing scam, and in minutes, a bot got onto my account and changed my username, password, made their own 2-step auth e-mail, and linked it to an authenticator app. I have no way of recovery via the support channels, but I have enough screenshots and logged-in active sessions to prove without a shadow of a doubt that I own the account.

Who can I call? Where do I even begin to recover this?

Answer 1

Hi, I'm John! I will help you with this.

Microsoft Q&A is public, and we can only provide information. It is beyond our capability to assist directly with the account or login-related issues.

---

Please know that if a Microsoft account is hacked and the email address is changed, the account is essentially lost and cannot be recovered. The Account Recovery Form will no longer work.

---

First, if you haven’t already, you can try using the Microsoft Self-help tool.

• Visit https://support.microsoft.com/account-billing/how-to-recover-a-hacked-or-compromised-microsoft-account-24ca907d-bcdf-a44b-4656-47f0cd89c245 and click "Start".
• The tool will ask for your email address or phone number, and either show appropriate self-help, or offer the chance to talk to an agent.
• If nothing works, try contacting Microsoft support via live chat.

---

Contact Microsoft Support via live chat:

If issue still persists, you may need to contact Microsoft Support via live chat and request an escalation. They may be able to help transfer your data, game progress, and purchases to another personal Microsoft account you have access to.

Use another personal Microsoft account you currently have access to or one you can create:

• Here is the link: https://support.microsoft.com/home/contact
• Type this keyword and press Enter: Contact Support.
• At the bottom, click "Sign in to contact support" and sign in with your Personal Microsoft account (Not work or school account) you currently have access, or click "Contact Support" if you're already signed in.
• In Product and services, select "Windows".
• In Category, select "Technical support."
• Click "Chat with a support agent in your web browser".

---

Please know that this is a public forum, and I can only provide information.

Click "Add comment" if you have any further questions or concerns.

Regards,

John J.D.