account got hacked and they changed my username now i cant log in

Question

hello so i have been haked and my personal account has been taken from me. soemone has changed my username and now it says my account does not exit. when i press forget username they sned me a code and i saw emails connected to my account that is not mine. please help

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* moved from [Microsoft Security › Microsoft Defender › Other]

Answer 1

If your account has been hacked and the username has been changed, it can be challenging to regain access. Here are some steps you can take:

1. Use the Microsoft Account Recovery Form: Since you mentioned that your username has been changed and you see emails that are not yours, you should fill out the Microsoft account recovery form. This can help you prove your identity and regain access to your account. You can find the recovery form at Microsoft Account Recovery.
2. Provide Proof of Ownership: When filling out the recovery form, include as much information as possible to prove that you are the rightful owner of the account. This can include old passwords, purchase information, and any other details that might help.
3. Contact Microsoft Support: If the recovery form does not work, you may need to contact Microsoft Support directly. You can do this by signing in with any Microsoft account and navigating to the support section. They may be able to assist you further.
4. Check for Unauthorized Changes: If you regain access, check your account settings for any unauthorized changes, such as linked email addresses or security information, and update them accordingly.
5. Secure Your Account: After regaining access, ensure that you enable two-factor authentication and update your password to something strong and unique to prevent future hacks.

If you are unable to recover your account through these methods, it may be necessary to seek additional help from Microsoft or related support services.

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References:

• Hacked account - Microsoft Q&A
• My Microsoft account is blocked. - Microsoft Q&A
• Cannot Access Microsoft Account After Hacker Changed Email, Advice Needed - Microsoft Q&A

Answer 2

Hi Steven Teng

Thank you for reaching out to Microsoft Q&A Forum. I’m really sorry you’re experiencing this, your personal Microsoft account was taken over, the sign-in name/alias was changed, and you’re now seeing unfamiliar security-code emails and "account doesn’t exist" when you try to log in.

Could you confirm whether you’ve tried the steps mentioned in the Q&A Assist reply above? If yes, did you face any difficulties with those steps?

In the meantime, here's what you should do next:

1. If you already submitted the recovery form and it failed, strengthen the next attempt

• 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

Also try to fill out this official recovery form (Xbox) here as well: Recover your Microsoft account - Xbox Support

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

3. How to reach official Microsoft Support

Once you’ve tried the steps above, you can also reach out directly to the Microsoft Support team. It may offer live chat and, depending on your subscription/region, an option to request a callback:

• Go to Contact - Microsoft Support
• Search for "Account Recovery" in the search box.
• Click "Get Help", then scroll to the bottom and select "Contact Support”.
• When prompted to select Products & Services, select "Other Products"; Under Category, 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

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 truly appreciate your understanding and patience. Please feel free to let me know how it goes.