Account hacked

Question

My microsoft account was hacked on december 4th. I woke up with 2 mails on my phone telling me that someone logged into my account and remove the keypass. I tried everything to get my account back but seems like they've got rid of my phone number, my trust devices (my phone) and trust mail.
They've changed the mail linked to the account, it was an outlook mail.
Tried the AI Q&A, even filling the form ACSR (https://account.live.com/acsr) but since they've changed my security information, i've had to wait over 30 days to try to get my account back.
Those 30 days passed and I still don't get any response. Please, help.

I got proof that I'm the legitimate owner. I can literally send you guys a selfie, a video whatever of my credentials, anything you need. I need my account back since I've been using it for over a decade plus i've still got that minecraft monthly subscription thing paying for nothing since i can't log in.
Please, help

Answer 1

Hello Jonathan Suarez, thanks for posting this in the community.

Unfortunately, Microsoft support cannot verify identity through photos, videos, personal IDs, or live selfies. This is by design. For security and privacy reasons, support agents must rely only on automated ownership‑proof methods, mainly the Account Recovery Form (ACSR).

If your security information was changed by the hacker, the account automatically enters a 30‑day security hold. During this period, nobody, including the attacker, can make further changes to the account, and Microsoft cannot intervene or speed up this process. Once the 30 days have passed, the system must still verify that you are the legitimate owner through the recovery form. Access is not restored automatically, and if the system cannot confirm enough matching information, the request will be rejected.

To improve your chances, you can increase the accuracy and detail of the information you submit in the recovery form. This includes using any data that proves ownership of the account. If you still have access to your old PC’s Outlook profile, a mobile mail app that was previously connected to the account, or older exported PST or OST files, these can greatly help. You may use them to recall accurate email subjects, contacts, or activity from your real inbox and include that information in the recovery form.

Kind regards,

John Oli

Answer 2

If your Microsoft account has been hacked and you are unable to regain access through the standard recovery processes, here are some steps you can take:

1. Use the Account Recovery Form: Since you have already filled out the ACSR form, ensure that you have provided as much information as possible to verify your identity. This includes any previous passwords, account creation details, and any other relevant information that can help prove ownership.
2. Check for Updates: After submitting the recovery form, keep an eye on your email (including the spam/junk folder) for any updates from Microsoft regarding your account recovery status.
3. Secure Your Other Accounts: If you believe your Microsoft account was compromised, it’s a good idea to secure other accounts that may use the same credentials or recovery information. Change passwords and enable two-factor authentication where possible.
4. Contact Microsoft Support: If you do not receive a response after the waiting period, try reaching out to Microsoft Support directly through their support channels. They may have additional options for verifying your identity and recovering your account.
5. Prevent Future Issues: Once you regain access, consider setting up a break-glass account in Microsoft Entra to prevent future lockouts. This account can help you regain access if you lose access to your primary account again.

Unfortunately, without direct access to your account or additional verification methods, it may be challenging to recover your account solely through online forms.

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References:

• Confirm that you're using the correct credentials to sign in
• Secure and Restore Email Function to a Compromised Microsoft 365 Mail Enabled Account