Can't access email account

Question

I'll try here since I can't get an answer on the Norwegian site.

I have had a private hotmail account for many years. Apparently I was logged in on my mobile, but had problems logging in via PC. I discovered that the "Shared internet" password on my mobile had suddenly changed one day, I didn't think anything of it until I got a new mobile a few days later and the email didn't work anywhere.

When I try to log in I get this error message:

(image says "We can't find an account with this username. Use a different account or get a new Microsoft account)

If I try to create the email again, I get this message:

image says: (This username is already in use. Try another one.)

If I try to restore it, I get this message:

The Microsoft account you specified does not

How can I get it back?

Answer 1

Hello, I’m Virginia a fellow Windows user.

I suspect your account has been hacked & the email address changed to that of the hacker & the original email deleted.

Please note we’re not Microsoft but fellow users like yourself & have no access to accounts.

Hacked:

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

Or:

Can’t sign in:

https://support.microsoft.com/account-billing/you-can-t-sign-in-to-your-microsoft-account-475c9b5c-8c25-49f1-9c2d-c64b7072e735

You can try also https://support.microsoft.com/home/contact & choose Account Recovery.

If none of the above work then you’ll require the account recovery form:

https://account.live.com/acsr

Please note if you have 2/multi factor authentication active on your account then you cannot use the form to recover the account.

If you’re successful in changing the details then you may find that the account is limited for 30 days, this is a security feature & cannot be circumvented.

Please be aware that as the email address has been changed to that of the hacker &/or 2fa/mfa has been enabled then usually there’s nothing which can be done. You would need to create a new account & request that Microsoft transfer any purchases & subscriptions to the new account.

To request a transfer of purchases & subscriptions contact Microsoft here:

https://support.microsoft.com//help/4051701/

https://support.microsoft.com/contactUs