My account was hacked and I can't remember the login details

Question

I received emails from Microsoft that someone was trying to sign in to my account multiple times from an unusual location and time.

Next, I received an email to recover the account.

I have TWO microsoft account under the same email account, somehow. And I can't remember the details from the one that is hacked, because I created them a long time ago.

Now when I try to recover that account that is hacked, I can't sign in. The person that hacked me has changed my recovery details, email account associated with it, phone number, etc.

I can't seem to contact Microsoft (like, to actually talk to a person). I've looked through Microsoft support pages, but can't find a solution to this.

Thanks for your help in advance!

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Moved from: Microsoft 365 and Office | Other

Answer 1

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

Microsoft Q&A is public, and we can only provide information. It is beyond our capability to assist directly with the account or login-related issues.

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Please know that if a Microsoft account is hacked and the email address is changed, the account is essentially lost and cannot be recovered. In this case, the Account Recovery Form will no longer work.

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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 Xbox recovery form 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

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

Regards,

John J.D.