Account does not exist

Question

So I have been trying to get back into my account i was hacked about a month ago i've tried resetting the password but it says my username doesn't exist I went into my email and looked into my spam folder and all security email were marked as spam so I never knew it got hacked then i noticed whoever hacked me changed to email to this [Moderator note: Removed PII]@anacml.ru and when i found this out i tried resetting the password for that email to be sent to my other email it says i don't have enough information and they couldn't prove it was my account ive have the card information for Microsoft 365 and Xbox game pass can anyone help me out i have already tried doing the recovery with old password and also using the card information and it keeps saying not enough information

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Moved from: Microsoft 365 and Office | Subscription, account, billing | For home | Windows

Answer 1

If you are unable to access your account because it says your username does not exist, it could be due to the account being compromised and possibly deleted or altered by the hacker. Here are some steps you can take:

1. Contact Microsoft Support: Since you have card information for Microsoft 365 and Xbox Game Pass, reach out to Microsoft Support directly. They can assist you in recovering your account and verifying your identity. You can explain your situation, including the hacking incident and the changes made to your email.
2. Use Security Information: If you have set up security information for your account, you may be able to use it to recover your account. This often includes answering security questions or using a recovery phone number or email.
3. Check for Account Recovery Options: If you have access to any recovery options associated with your account (like a recovery email or phone number), try using those to regain access.
4. Document Everything: Keep records of all communications with Microsoft and any evidence of your ownership of the account (like purchase receipts or subscription details).
5. Prevent Future Issues: Once you regain access, consider enabling multi-factor authentication (MFA) to enhance your account security and prevent future hacks.

If you cannot resolve the issue through these steps, you may need to follow up with Microsoft Support for further assistance.

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References:

• Troubleshoot sign-in issues and account access problems

Answer 2

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

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Hi Eric Kingston

Thank you for reaching out to Microsoft Q&A Forum. I’m sorry you’re dealing with this, especially after the attacker changed your sign‑in email and your recovery attempts were rejected. Please kindly note that this is a public community forum, I do not have the ability, tools to unblock, recover accounts or bypass security. Only Microsoft’s official recovery process can restore access. 

I can also see there’s a Q&A Assist reply under your post. To avoid repeating it, could you tell me if you’ve already tried those steps yet, and what happens when you try?

Here's what you can do next:

1. Fill out the Microsoft Account Recovery form (ACSR) one more time with maximum details

Even if you already tried, Microsoft allows retrying recovery and provides guidance to increase success:

• Go to: https://account.live.com/acsr
• Enter your original 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 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. Use the Xbox Specialized Recovery Form

Please also try to fill out this official recovery form (Xbox) here: Recover your Microsoft account - Xbox Support 

When completing the form, provide as much detail as possible (such as gamertag, devices you’ve used, any aliases linked to the account). The more information you can give, the better the support team can verify ownership and restore access.

This form may be more effective for accounts with Xbox subscriptions.

3. 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”.
• When prompted to select Products & Services, select "Other Products"; Under Categories, select "Manage account security".
• Look for and select "Chat with a support agent in your web browser" (during business hours) or a similar callback option (if available). 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 that 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.

For more details, you can see How to recover a hacked or compromised Microsoft account - Microsoft Support

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