My Microsoft account was hacked. The hacker activated 2FA and changed the security informations.

Question

Recently, my computer was infected by a malware so the hacker stole all of my tokens for my accounts. I got all of them back except for my Microsoft Account. The hacker changed the primary alias, activated 2fa (so I could not use my pin to login). I tried to contact Microsoft support and they guided me to a recovery form (https://account.live.com/acsr). I filled it out, but they said they could not verify my ownership. I tried contacting the Xbox support (since I had a Xbox account attached to my hacked account). They guided me to the "advanced form", which is the Xbox account recovery form. I filled out every information, but was replied something like this: We can see that there was unauthorized access. The hacker changed your security informations so we had no other choice but to permanently suspend your account. We recommend you to create another Microsoft account.

I did create another Microsoft account with the original primary alias I had. Then, it was also suspended. My Windows PCs are linked to the hacked account and the suspended account. I submitted an account reinstatement, but was told that the suspension was upheld. Could someone please help me recover my account? I have very important informations and precious memories on there (I also bought Minecraft on it).

Answer 1

It sounds like you're facing a very challenging situation with your Microsoft account being compromised. Here are some steps you can take to try to recover your account:

1. Account Recovery Form: Since you've already filled out the recovery form and were unable to verify your ownership, consider trying again. Make sure to provide as much detailed information as possible about your account, including any past passwords, subject lines of recent emails, and any other identifying information.
2. Contact Microsoft Support: If the recovery form does not work, try reaching out to Microsoft Support directly again. Explain your situation clearly and mention that you have already attempted the recovery form. They may have additional options to assist you.
3. Use a Different Device: When filling out the recovery form or contacting support, use a device that you frequently used to access your account. This can help with verification.
4. Monitor for Updates: Keep an eye on any communications from Microsoft regarding your account status. If they provide any additional instructions or options, be sure to follow them.
5. Inform Your Contacts: If you regain access to your account, inform your contacts about the situation to prevent them from falling victim to any phishing attempts from your compromised account.
6. Create a New Account: If all else fails and your account remains suspended, you may need to continue using your new Microsoft account. However, ensure that you do not attempt to use the same primary alias that was previously associated with the suspended account, as this may lead to further complications.
7. Security Measures: Once you regain access, immediately change your password to a strong, unique one, enable two-factor authentication again, and review your account security settings to ensure no unauthorized changes have been made.

Unfortunately, recovering a hacked account can be a difficult process, especially if the hacker has made significant changes to your account settings. Persistence is key, and continuing to reach out to Microsoft Support may eventually yield results.

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References:

• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A