My email hotmail.com account was hacked and I can't reset password because of two step verification

Question

My hotmail email account was compromised and I no longer have access to the password, as it was changed, and I don't have my phone number linked to the account anymore. I tried to recover my account but because two factor verification was turned on, I cannot reset the password.

I tried to contact a live person at Microsoft to help me with this but no success.

Please help me recover my account.

Answer 1

Hey there! Nice to meet you!

Since you have two-factor authentication (2FA) enabled, do you have the 25-character recovery codes for the 2FA?

Also, is the hacker able to change your account's verification methods?

Important: If you have an active 2FA, the account recovery webform (ACSR) will inform you that your recovery request will be ignored.

If you still have the 25-character recover codes and your verification methods linked to your account are not yet changed, please go to account.microsoft.com > Forgot Password > click "I don't have any of these" on both verification methods > click "Yes" on the 25 recovery code (if you have one) > from here, you will be asked to wait 30 days in order to update your security info and recover your account.

During this time, you will not be able to sign in to sites or services with your account.

However, if you do not have access to all of your verification methods (phone and email) and the 25-recovery codes from your 2FA, and the hacker was able to change them, I'm afraid it is no longer possible to recover/verify the account.

Thank you for your understanding.

Best regards,

Darhyl

Answer 2

To recover your hacked Hotmail account, follow these steps:

1. Use the Account Recovery Form: Go to the official recovery page at https://account.live.com/acsr. Select "I forgot my password" and enter your email address. Follow the prompts to recover your account. Since two-factor verification is enabled, you will need access to at least one of your security methods (like a backup email or an authenticator app).
2. If You Can't Access Security Methods: If you don’t have access to any of your recovery options, select "I don’t have any of these" during the recovery process. Fill out the form with as much accurate information as possible, including recent email subjects, folder names, and contacts you’ve emailed.
3. Contact Microsoft Support: If the recovery options do not work, you can contact Microsoft Support for further assistance. Go to the Microsoft Support page and select "Microsoft account & billing" followed by "Password reset or account recovery". Depending on your region, you may have options for chat support or a callback.
4. Be Patient: Recovery processes can take time, especially if there are security checks involved. Make sure to provide as much detail as possible to help verify your identity.

Please note that two-step verification cannot be turned off unless you are signed in, so regaining access to your account is crucial first.

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References:

• Can't sign in to my email - Microsoft Q&A
• Unable to change password in my Outlook - Microsoft Q&A