Account Hacked but unable to provide enough info to get account back

Question

Account Hacked but unable to provide enough info to get account back

Amber R 0

Hi, my Microsoft account has been hacked. When I try to sign in the other verification email address is not mine. I haven't used this account for ages, so when I complete the form to have it returned to me, I can't provide enough information for Microsoft to determine it belongs to me.

Now I've had 2 charges on my PayPal account that I didn't authorise and don't appear to be linked to any of my actual accounts, I've also had Epic Games added to my account, and now I've received emails that my invitation for Family Safety has been accepted, and I'm getting emails about games that are being requested to be purchased.

How do I get this account back?

Moved from: Community Center | Not monitored

Neil D 34,455 Reputation points Volunteer Moderator

2025-12-15T10:13:16.4066667+00:00

I'd contact PayPal about any charges and explain what has happened. In my experience of PayPal you need to provide your PayPal details to use it for payment but that may not be the case if it is linked as a payment method for that Microsoft account.

You can try this method to contact someone. not my experience but another user on this forum.

Another user found this method help them:

from what i experience Microsoft’s support flow often redirects into loops, which can be frustrating.

Here’s how you can bypass that and reach a real agent:

1.Go to Microsoft Support – Contact Us.

2.Scroll down and select Get Help → Contact Support.

3.When prompted to sign in, choose I can’t sign in or Skip sign-in.

4.Select Microsoft Account as the product.

5.Under Need more help?, choose Chat with a support agent or Request a call back.

2 answers

Your answer

Neil D 34,455 Reputation points Volunteer Moderator

2025-12-15T10:13:16.4066667+00:00

I'd contact PayPal about any charges and explain what has happened. In my experience of PayPal you need to provide your PayPal details to use it for payment but that may not be the case if it is linked as a payment method for that Microsoft account.

You can try this method to contact someone. not my experience but another user on this forum.

Another user found this method help them:

from what i experience Microsoft’s support flow often redirects into loops, which can be frustrating.

Here’s how you can bypass that and reach a real agent:

1.Go to Microsoft Support – Contact Us.

2.Scroll down and select Get Help → Contact Support.

3.When prompted to sign in, choose I can’t sign in or Skip sign-in.

4.Select Microsoft Account as the product.

5.Under Need more help?, choose Chat with a support agent or Request a call back.

Answer 1

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

First and most important, please contact PayPal immediately.

Since there are already unauthorized charges, you need to:

Report the transactions as Unauthorized in your PayPal account
Ask PayPal to block any current and future Microsoft-related transactions
Change your PayPal password and enable 2-step verification if it’s not already on
Remove any unknown devices or linked services

This will help stop further charges while the account issue is being investigated.

Regarding the Microsoft account recovery:

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.

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.

You can also use the form "Recover your Microsoft account" here:

Visit https://support.xbox.com/forms/recover-your-microsoft-account
For guidance using the form please see "Guidance notes for the Microsoft account recovery form" https://support.microsoft.com/account-billing/guidance-notes-for-the-microsoft-account-recovery-form-4dd8fef1-33d2-4fbe-9352-66127ab9b50e

Let me know if you have any further questions or concerns.

Regards,

John J.D.

Aiden Burke 0 Reputation points

2025-12-18T20:17:29.5733333+00:00

Hey John I have had the same problem, my account got hacked in a phishing scam recently. I tried to go to https://support.microsoft.com/account-billing/how-to-recover-a-hacked-or-compromised-microsoft-account-24ca907d-bcdf-a44b-4656-47f0cd89c245 and type in my email but the system said it didn't find anything wrong. I then went down a hill of trying to find solutions with those blue tabs of options but nothing helped. I sent a recovery email 2 days ago and I havent gotten a response back since.

Answer 2

If your Microsoft account has been hacked and you are unable to recover it due to insufficient information, here are some steps you can take:

Account Recovery Form: Continue to use the Microsoft account recovery form. Even if you cannot provide all the information, try to include any details you remember, such as previous passwords, account creation date, or any other associated accounts.
Contact Microsoft Support: If the recovery form does not work, consider reaching out to Microsoft Support directly. They may have additional methods for verifying your identity.
Secure Other Accounts: Since you mentioned unauthorized charges on your PayPal account, ensure that you secure that account as well. Change the password and enable two-factor authentication if available.
Monitor Your Accounts: Keep an eye on your other accounts for any suspicious activity. If you notice anything unusual, report it immediately.
Report Unauthorized Transactions: For the unauthorized charges on PayPal, report them to PayPal's customer support. They can assist you in disputing those charges.
Check for Phishing: Be cautious of any emails or messages that seem suspicious. If you receive emails about games or family safety invitations that you did not initiate, they could be phishing attempts.
Use Security Software: Ensure that your devices are protected with up-to-date security software to help prevent further unauthorized access.

Recovering a hacked account can be challenging, but persistence and taking the right steps can help you regain access.

References:

What to do if you've been a victim of a phishing scam