Account got hacked

Question

Account recently hacked. They changed the email and password to the account added 2 step verification. I do know the email that was used (Removed PII@outlook.com)__ but is not my email. They also changed the password and i cannot change back because i do not have access to this email (Because it's not mine) I can provide has much information to get this account back.

Moved from: Microsoft Security | Microsoft Authenticator

Answer 1

Hello Winn Smith,

Thank you for reaching out to Microsoft Q&A Forum! I’m sorry to hear your account was compromised and I understand how worrying it is. Since the hacker changed everything (your email, password and added two-step verification), here's what you can do next:

1. Fill out the Microsoft account recovery form

• Go to the Account Recovery Form via https://account.live.com/acsr   
• Enter your hacked email and an alternate email where Microsoft can contact you.
• Provide as many accurate details as possible, such as old passwords, frequent contacts/subject lines, any billing info and submit from a familiar device/location.
• Wait 24–72 hours for a response. You may refine and resubmit up to twice per day.   
• Please see this official guide to help you fill out the form more accurately: Help with the Microsoft account recovery form- Microsoft Support

2. If the account is locked for suspicious activity

If you receive a message saying your account has been locked due to suspicious activity, please submit the Account Reinstatement form, which is specifically for accounts locked due to suspicious activity and different from the Account Recovery form (ACSR) above.

3. Contact Microsoft Support team via a different Microsoft account

If the recovery form fails, contact Microsoft Support directly:

• Go to Contact - Microsoft Support     
• Search for "Account Recovery" in the search box.   
• Click "Get Help" and press Enter, then scroll to the bottom and select "Contact Support”. 
• Look for and select "Chat with a support agent in your web browser" or a similar callback option. Explain your situation clearly.
• Persistence: It can sometimes take multiple attempts to reach a helpful agent or to get your case escalated. Some agents may still direct you back to the form, please let them know you’ve exhausted that option and request further assistance.
• Please note: The Chat support team only works at certain times, so if the last window says you are not available, try to open it again the next day. If you prefer phone support, you can leave a phone number. That way, they can contact you back and help you further.

Please check this official guide: How to recover a hacked or compromised Microsoft account - Microsoft Support

Thank you for your understanding and please feel free to let me know how it goes.