Sign-in issue

Question

Dear Microsoft,

I have encountered a problem when trying to sign in with my Gmail address <Mod remove PII>

. When I reached the step where a verification code is requested, the following message appeared:

“Verify email address. We will send a code to: la****@polosmail.com. If you would like to confirm that this is your email address, please enter it here.”*

I have never encountered the email address “la***@polosmail.com”** in my life, and I have never had a similar email address either.

The same issue occurs when I try to reset my password, and unfortunately I do not know my password. The only purchase made with this account was Minecraft.

I kindly ask that the email address used for sending verification codes be changed to <Mod remove PII> l.

Thank you in advance for your help.

Kind regards, Csongor Cseresznyák Sorry, I’m Hungarian

<Mod mask PII>

Answer 1

Hey there! Nice to meet you!

Based on your description, your Microsoft account was compromised.

The hacker was able to remove your account's primary email/security info email and replace it with the hacker's email.

The only way to recover a hacked account is through the official Microsoft troubleshooter guide:

https://support.microsoft.com/account-billing/how-to-recover-a-hacked-or-compromised-microsoft-account-24ca907d-bcdf-a44b-4656-47f0cd89c245

If the account recovery web form doesn't work, and since the security info has been replaced by the hacker, I'm afraid there is no other working method to recover the Microsoft account, and Microsoft Support cannot help either.

Thank you for your understanding.

Best regards,

Darhyl