My account was hacked

Question

can't send or receive email. Also need to receive and send email from additional email addresses

My account was hacked

Answer 1

Hello Libby Deskins,

Thank you for posting your question to Microsoft Q&A

I am sincerely sorry to hear about the unauthorized access to your account. Dealing with a compromised account is a serious matter, especially when it disrupts your ability to communicate.

Please follow these steps in order to secure the account and restore your email services.

Step 1: Secure the Account and Terminate Sessions

Even if you have regained access, we must ensure the intruder is disconnected from all active sessions.

1. Go to account.microsoft.com/security.
2. Select Change Password immediately.
3. Crucial Step: Select "Sign me out of all devices" (typically found under "Advanced security options"). This command will invalidate all active login tokens and force a sign-out on any device the intruder is currently using.

Step 2: Check for Malicious Rules

Intruders often configure hidden rules to forward your emails or delete them immediately to conceal security alerts.

1. Log in to Outlook.com via a web browser.
2. Navigate to Settings (Gear icon) > Mail > Rules.
3. Inspect the list for any rules you did not create (look for names like "." or "Update"). Delete them immediately.
4. Next, go to Settings > Mail > Forwarding. Ensure forwarding is disabled and that no unknown email address is listed.

Step 3: Restore Sending Ability

If your account was used to send spam, your sending privileges may be temporarily restricted. To resolve this and verify your identity:

1. Go to Security > Advanced security options.
2. Ensure your security information (Phone number and Alternate Email) is up to date.
3. If requested, verify your account via an SMS code. This action updates your security status and signals to the server that the account is back in the hands of the legitimate owner.

Step 4: Managing Additional Addresses

Regarding your request to send/receive from other addresses:

Go to Settings > Mail > Sync email > Manage or choose a primary alias.

Here you can create a new Outlook.com email address that delivers to your same inbox.

Note: If you are attempting to add external accounts (like Gmail or Yahoo), please be aware that the "Connected Accounts" feature has been discontinued for most personal Outlook.com users. You would need to use the Outlook Desktop or Mobile app for that specific functionality.

I realize how unsettling it is to recover a compromised account. Please take your time going through these security checks, and do not hesitate to post back immediately if you notice any other suspicious activity.

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Answer 2

Hi everyone, 

For those joining this thread, please refer to the solution I posted above. Those steps cover the standard process for securing an account. 

If those steps don't work for you: Your issue might be slightly different from the original poster's. To ensure you get the right help, please feel free to: 

1. Start a New Discussion: Create a new thread with the details of your situation. This allows users to look at your specific error messages without them getting lost here. 
2. Contact Support: If the self-help options aren't working, reaching out to Microsoft Support directly is often the next best step. 

Wishing you the best of luck getting this sorted! 

Answer 3

If your account has been hacked and you are unable to send or receive emails, it is crucial to take immediate action to regain control and secure your account. Here are some steps you can follow:

1. Check for Compromised Settings: Log into your email account and check for any suspicious rules or settings that may have been altered by the hacker. Look for rules that automatically forward emails to unknown addresses or any changes in your contact information.
2. Reset Your Password: Change your password to a strong, unique one that you haven't used before. This is a critical step to prevent further unauthorized access.
3. Enable Two-Factor Authentication (2FA): If you haven't already, enable 2FA on your account to add an extra layer of security. This will require a second form of verification when logging in.
4. Use Account Recovery Options: If you are still locked out of your account, use the official account recovery options provided by your email service. This may include answering security questions or receiving a recovery code via an alternate email or phone number.
5. Contact Support: If you are unable to regain access through the recovery options, consider contacting your email provider's support for assistance. They may have additional tools to help you recover your account.
6. Monitor for Unauthorized Activity: Once you regain access, check your account activity for any unauthorized changes or messages sent from your account. Inform your contacts about the compromise to prevent them from falling victim to phishing attempts.
7. Set Up Additional Email Addresses: If you need to send and receive emails from additional addresses, ensure that these accounts are also secured and linked properly to your primary account.

Following these steps can help you regain control of your email account and secure it against future attacks.

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References:

• Not receiving emails after my facebook account was hacked - Microsoft Q&A
• Common symptoms of a compromised Microsoft 365 email account