eliminate a recurring info bar on outgoing email

Question

I have recently been hacked. The hacker changed phone numbers on a recurring bar on my outgoing email. I want to get rid of the bar completely.

Answer 1

Dear Vivien and Tim Halloran,

Thank you for posting your question to the Microsoft Q&A. I am so sorry to hear that you have been through a hack recently. 

Since you have already done the right thing by checking your standard signature settings and didn't see it there, it sounds like this "bar" is hiding in a slightly different setting called Stationery or a Default Profile. This is a common place for these graphical elements to hide because they persist even if you delete the actual text signature.

Here are a few places we can check together to get rid of that bar for good.

Step 1: The "Default Profile" Check (For Classic Outlook)

Sometimes, even if the text is gone, Outlook is still trying to attach a "profile" that the hacker modified.

1. Open Outlook and click File > Options.
2. Click Mail, then click the Signatures... button.
3. Look at the top right under "Choose default signature".
4. Check the dropdown menu next to "New messages".
5. Change this setting to (none).
6. Do the same for "Replies/forwards"—change it to (none).
7. Click OK and try creating a new email. If the bar is gone, you can go back and re-select your correct signature safely.

Step 2: The "Stationery" Check

Since you described it as a "recurring bar" or "identification," this strongly suggests the hacker enabled a Personal Stationery Theme. This is a background template that adds graphical elements (like bars or lines) to every email automatically.

1. Go back to File > Options > Mail.
2. Click the Stationery and Fonts... button.
3. Click the Theme button at the top left.
4. Ensure this is set to (No Theme).
   • Note: If any name is highlighted here (like "Arcs", "Bars", or "Industrial"), that is what is forcing that bar onto your emails.
5. Select (No Theme) and click OK.

Step 3: The "Cloud" Check (If you use Outlook.com)

If you also use Outlook on the web, sometimes a setting there can sync down to your PC.

1. Log in to Outlook.com.
2. Click the Gear icon (Settings) > Mail > Compose and reply.
3. Scroll down to Email signature.
4. Just ensure there isn't a secondary signature saved there that might be syncing over.

If you have tried all the steps above and that stubborn bar is still appearing, don't worry. You can reach out to a live support agent who can look at it with you in real-time.

Here is the direct path to reach them:

1. Visit the Contact - Microsoft Support website.
2. Type "Outlook Signature" in the search box.
3. Click Get Help, then scroll down to the bottom and select Contact Support.
   • Note: You will be asked to sign in to your personal Microsoft account.
4. Under Products & Services, select Other Products.
5. Under Category, select Microsoft 365 & Office.
6. Click Confirm.
7. Select Chat with a support agent in your web browser.

Note: The chat team operates during specific working hours. If it doesn't show the Chat with a support agent in your web browser button, please try again the next morning.

I hope these steps help you clear that last trace of the hacker from your emails. Please let me know if that bar finally disappears!

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Answer 2

To eliminate a recurring info bar on your outgoing email after being hacked, you can follow these detailed steps:

1. Check Your Email Signature:
   • Sign in to your email account.
   • Navigate to the settings or options menu.
   • Look for the section labeled "Signature" or "Email Signature."
   • Review the content of your signature and remove any unwanted information or phone numbers that the hacker may have added.
2. Review Email Rules:
   • In your email settings, find the section for "Rules" or "Filters."
   • Look for any suspicious rules that may have been created by the hacker, such as rules that automatically add content to your outgoing emails.
   • Delete any rules that you do not recognize or that seem suspicious.
3. Reset Your Password:
   • Change your password immediately to secure your account. Make sure to choose a strong, unique password that you haven't used before.
   • After changing your password, sign out of all devices to ensure that any unauthorized access is terminated.
4. Enable Multi-Factor Authentication (MFA):
   • If you haven't already, enable MFA for your account. This adds an additional layer of security, making it harder for hackers to access your account again.
5. Check for Forwarding Addresses:
   • In your email settings, look for any forwarding addresses that may have been added by the hacker.
   • Remove any unknown or suspicious forwarding addresses that could be redirecting your emails.
6. Monitor Your Account:
   • Keep an eye on your account for any unusual activity, such as unknown logins or changes to your settings.
   • Regularly check your sent items and drafts for any unauthorized emails.
7. Contact Support if Needed:
   • If the info bar persists after taking these steps, consider reaching out to your email provider's support team for further assistance. They may be able to provide additional insights or help resolve the issue.

By following these steps, you should be able to eliminate the unwanted info bar from your outgoing emails and secure your account against further unauthorized changes.