My son’s account was hacked

Question

I cannot recover my son’s account as the hacker changed the recovery email and password. Please help. We just purchased a minecraft game for that account using my cc. I tried to recover it but it is declined.

Answer 1

Hey there! Nice to meet you!

I'm sorry you and your son are experiencing this.

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If the account recovery web form doesn't work, and since the security info has been replaced by the hacker, I'm afraid there is no other working method to recover the Microsoft/Minecraft account, and Microsoft Support cannot help either.

Lastly, you mentioned that you have your payment card used to purchase Minecraft on that account. You'll need to contact your financial institution/bank directly to freeze your payment card to prevent unauthorized purchases by the hacker.

You may also need to have your card blocked and request a new one.

Thank you for your understanding.

Best regards,

Darhyl

Answer 2

The Account Recovery web form will determine if the information you submit is enough to prove that you own the account. If you don't have the correct information, you may not be able to pass verification.

You may check the guide notes on how to fill out the form through this link: https://support.microsoft.com/account-billing/guidance-notes-for-the-microsoft-account-recovery-form-4dd8fef1-33d2-4fbe-9352-66127ab9b50e

Best regards,

Darhyl