My main account has been hacked and I don't know what to do.

Question

The hacker has changed both my email and my password so there is nothing I can do to retrieve it. As I was trying to log in I momentarily saw the new email the hacker was using so there is no doubt that I was hacked. Is there someone I can contact for help?

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Moved from Outlook | Web | Outlook.com | Account management, security, and privacy

Answer 1

Hi Dimitris Goulas

Thank you for reaching out to Microsoft Q&A Forum. I understanding how alarming it is to see your sign‑in details changed and realize someone else has taken control of your account.

Please kindly note that this is a public user-to-user forum, I do not have the ability, tools to unblock, recover accounts or bypass security. Only Microsoft’s official recovery process can restore access.

Here's what you should do:

1. First, please fill out the Microsoft Account Recovery form (ACSR)

• Go to: https://account.live.com/acsr
• Enter your hacked 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

Please try to fill out the recovery form before reaching out to Microsoft Support.

2. If the recovery form fails, contact Microsoft Support directly

If the recovery form doesn’t work or get rejected, please reach out directly to the Microsoft Support team for further assistance. 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 this official guide: How to recover a hacked or compromised Microsoft account - Microsoft Support

To help me guide you better, can you please let me know: When you try to sign in with your original address, do you see any error message (e.g., "This account doesn’t exist", “Password is incorrect", etc.?

Also, are you still signed in to this account on any device/app (phone, PC, Outlook app), or are you fully locked out everywhere?

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

Answer 2

If your Microsoft account has been hacked and the hacker has changed both your email and password, the best course of action is to use the official Microsoft account recovery options. You can start by visiting the Microsoft account recovery form at https://account.live.com/acsr. This form allows you to provide information to verify your identity and attempt to regain access to your account.

Since the hacker has changed your recovery information, it may be challenging to recover your account through standard methods. If the recovery form does not work, you may not have other options available to recover the account directly through Microsoft Support.

Additionally, if your account is linked to any specific services like Minecraft, you might want to reach out to their support for further assistance regarding your account.

It's crucial to act quickly to secure any other accounts that may be linked to your Microsoft account and change passwords as necessary.