Help! My account was hacked and a passkey was added 4 hours ago

Question

"I am writing to provide comprehensive evidence regarding my compromised account, originally registered under [Moderator note: PII removed]@gmail.com. My account was recently hijacked, and the primary email has been changed to [Moderator note: PII removed]@jerkoffmail.com. The unauthorized user has enabled 2-factor authentication (2FA), preventing me from resetting my password.

To prove my ownership, I can provide the following verified details:

[Moderator note: PII removed]

I am ready to provide payment receipts and any further documentation to verify my identity and reclaim my account. Please assist me in removing the unauthorized 2FA and restoring my access."

Answer 1

Hi Adana Demirspor,

Welcome to the Microsoft Q&A forum.

I’m really sorry to hear about what happened to your account. Having your account taken over and security settings changed without your consent is extremely stressful, especially when it blocks you from signing in just hours later.

To set expectations clearly, this is a public community forum. Moderators and contributors here do not have access to Microsoft account systems and cannot remove passkeys, disable 2-step verification, or verify ownership using documents or receipts. For security reasons, please avoid posting any personal or sensitive information publicly.

When a Microsoft account has 2-step verification or passkeys enabled by an unauthorized party, the automated account recovery form is not expected to work. This is because the added security methods override automated recovery. In addition, since the attacker has changed the primary email address and added new security options, the chances of regaining access through self-service methods are limited.

In this situation, the remaining supported path is to contact Microsoft Account Support directly via Live Chat so the account can be reviewed at the account level by the security team.

Please follow below steps to reach a live chat agent:

1, Visit the Microsoft Support contact page: Contact - Microsoft Support  

2, In the search bar provided on the page, type "Account recovery" and press Enter.  

3, Click on the "Get Help" button that appears.  

4, Scroll down the page until you see and click on the "Contact Support" option.  

5, When prompted to select your product or service, choose "Other Products".  

6, For the category, choose "Manage account security".  

7, Look for and click on "Chat with a support agent in your web browser".  

8, Confirm your personal email when prompted - this is the email Microsoft will use to communicate with you during and after the support session.  

9, When connected, clearly explain your situation. Be concise but include all relevant details. 

I know this is not the outcome you were hoping for, but Live Chat is the correct escalation path when unauthorized security changes. I hope you’re able to reach the Microsoft Account Security team soon and get further assistance with your account.

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Since this is a public forum, we will hide your personal identifiable information, and I have sent that image of yours containing your personal identifiable information in a private message so we can work together to resolve the issue. Also, please check your private message in case you want to share another screenshot to avoid leaking your PII by click on the Private Message button.