Microsoft Account got hacked and changed email, but I know the changed email

Question

So I just discovered that my Microsoft account just got hacked, after trying to log in and an error popped up saying "The account with this name doesn't exist".

Somehow when I try to open the account settings from windows settings > Accounts, it says that the password is incorrect, and it shows me the full current email of the account, so I know the email that it has been changed to.

I have searched many times and I just cannot find a SINGLE way to somehow CONTACT Microsoft, I can either search or "ask the community" as they told me, I have tried to get back my account throught some kind of survey where they asked me questions to find out if it was my account, like credit card information, name, last passwords, but they said that the information I provided was "not enough"

Please, is there anyway that I can just CONTACT MICROSOFT SUPPORT, that is all I am asking, I cannot find a way to get back my account by just filling surveys that a bot decides that my info is not enough, how can I explain this situation?

Answer 1

Hey there! Nice to meet you!

Based on your description, the hacker was able to remove the account's primary email address/security info and replace it with their own email address, which is why you received the error " account doesn't exist" when signing in.

The only way to recover a hacked account is through the official Microsoft troubleshooter guide:

https://support.microsoft.com/account-billing/how-to-recover-a-hacked-or-compromised-microsoft-account-24ca907d-bcdf-a44b-4656-47f0cd89c245

If the account recovery web form doesn't work, and since the security info has been replaced by the hacker, I'm afraid there is no other working method to recover the Microsoft account, and Microsoft Support cannot help either.

Microsoft Support will not be able to assist you as stated in this article, that they are not permitted to send password resets, access, or even change any details on the account:

https://support.microsoft.com/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

Thank you for your understanding.

Best regards,

Darhyl

Answer 2

If your Microsoft account has been hacked and the email has been changed, you can try the following steps to recover your account:

1. Account Recovery Form: Use the official Microsoft account recovery page to fill out the recovery form. Provide as much information as possible, including any previous passwords, purchase information, and device usage details. This can help prove your ownership of the account.
2. Contact Microsoft Support: Since you are having trouble with the automated recovery process, you can try reaching out to Microsoft Support directly. You can do this by visiting the Microsoft Support website and using the virtual agent to describe your issue. Look for an option to chat with a support agent, where you can explain your situation in detail.
3. Check for Additional Help: If you have access to any linked services (like Xbox or Microsoft 365), you might also consider contacting support through those services, as they may have different support channels.
4. Security Measures: Once you regain access, make sure to secure your account by changing your password to a strong one and enabling two-factor authentication (2FA) if you haven't already done so.

If the automated systems are not working, persistence is key. Keep trying to reach out to support until you can get the help you need.

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References:

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