Hacked account - Help needed to contact Microsoft Outlook Webmail In-App Support Team

Question

Hi.

Received Microsoft security notifications about suspicious activity with my account overnight - logins to my outlook (Hotmail) account from multiple countries at the same time - North America, Africa, India etc.

I've updated the password and added a passkey to login to mail which hopefully block the logins.

However, inspecting the settings I noticed:

• My inbox has emails in it that have a demand using a standard threat: will leak personal data if you don't pay some bitcoin etc.
• Cannot receive any email: sending mails does not result any showing in the inbox.
• Sending emails worked initially, but does not know - an internal server error message returned when trying to send (Also no trace of these in sent items folder)
• If emails are received - I do get an alert/notification on mobile device - but opening them results in nothing being shown
• In Junk mail settings
  • Two entries for safe senders have been added in
  • Changes have been made to blocked senders and domains: this has put Microsoft.com domains etc. in the blocked list
  • Deleting these settings doesn't make a difference - within a minute they are restored - so guessing some script/automation is interfering?

I have spoken with 3 Microsoft support team members on chat and quick assist sessions today - all very proactive and helpful - I was told that I would need to contact the Outlook Webmail In-App support team to look at this. I was told to use the help option in Outlook to raise a call with them - but I can see no way to do this in the app - could someone please either put me in touch with them or give me a clear way to actually contact them and raise a case?

Thank you.

Answer 1

Hi,

Thank you for sharing your question. I understand how alarming and frustrating it is to see unfamiliar logins, threatening emails, and settings changing on their own, especially after already working with multiple support agents.

Based on your description, it appears that your Outlook.com mailbox settings were modified by unauthorized access before you secured your sign‑in. When mailbox rules, blocked senders, and junk mail settings revert automatically, it usually indicates persistent malicious rules or hidden mailbox configuration conflicts. These issues require the Outlook Webmail In‑App Support team because they have administrative tools that standard Microsoft support cannot access.

To contact the Outlook Webmail In‑App Support team, you can open Outlook on the web, select the Help icon at the top right, choose “Get help,” and then type a short description such as “Account compromised – mailbox settings auto‑changing.” This automatically routes your case to the Outlook Web Support engineers. If you do not see the Help panel, use https://outlook.live.com, ensure you are signed in, and select the question‑mark icon in the upper‑right corner. The in‑product support channel is the only official way to escalate issues related to corrupted mailbox configuration for consumer Outlook.com accounts, as confirmed in current guidance from learn.microsoft.com.

Before you proceed, may I ask whether you can currently open the Help panel in Outlook on the web or if nothing appears when selecting the question‑mark icon?

Feel free to update me with what you see, and I’ll guide you through the next steps. I’m here to help until your account is fully back to normal.

 

I hope this helps.

 

Best Regards, Noel

Answer 2

To address your hacked Outlook account issue and contact the Outlook Webmail In-App Support Team, follow these steps:

1. Use the Help Option: In Outlook, look for the help icon (usually represented by a question mark or a help option in the settings menu). This should guide you to support options.
2. Account Recovery: Since your account has been compromised, ensure you have already updated your password and enabled two-factor authentication (if not already done). This will help secure your account.
3. Report the Issue: If you cannot find a direct way to contact the In-App Support Team through the help option, consider using the Microsoft Support website to report your issue. You can describe your situation and request assistance from there.
4. Persistent Issues: Given that changes to your settings are being reverted, it may indicate that a hacker is still accessing your account. Make sure to sign out of all active sessions and check for any suspicious rules or settings in your Outlook account.
5. Monitor Activity: Keep an eye on your account for any unauthorized changes and inform your contacts about the potential compromise to prevent them from falling victim to phishing attempts.

If you continue to experience issues, be persistent in reaching out to Microsoft Support for further assistance.

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References:

• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
• Troubleshoot sign-in issues and account access problems