My accounts been hacked

Question

I was kicked out of my account saying the email has been changed to an email ive never seen as well as the pasword and i cant log back in. My account had card details saved on it how do i get back in/ get the hacker out.

Answer 1

Hi, I'm John!

I highly suggest that you immediately contact your bank or card provider to block any transaction while you're trying to resolve your account issue.

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About the hacked account:

If you haven’t already, you can try using the Microsoft Self-help tool:

• Visit https://support.microsoft.com/account-billing/how-to-recover-a-hacked-or-compromised-microsoft-account-24ca907d-bcdf-a44b-4656-47f0cd89c245 and click "Start".
• The tool will ask for your email address or phone number, and either show appropriate self-help.

You can also use the Xbox recovery form here:

• Visit https://support.xbox.com/forms/recover-your-microsoft-account
• For guidance using the form please see "Guidance notes for the Microsoft account recovery form" https://support.microsoft.com/account-billing/guidance-notes-for-the-microsoft-account-recovery-form-4dd8fef1-33d2-4fbe-9352-66127ab9b50e

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If the issue still persists, and the email address has been changed and two-factor authentication has been enabled by the hacker, unfortunately, the account may no longer be recoverable.

Answer 2

Hello ChazMuncher

Thank you for reaching out to Microsoft Q&A Forum. I’m sorry you’re dealing with this. If you were signed out and the email and password were changed to something you don’t recognize, that strongly suggests the account was compromised.

Please kindly note that this is a public user-to-user forum, no one here can access your account or view your saved card details directly.

Just to confirm, do you still have access to any recovery email or phone number previously linked to the account? And did you notice any unfamiliar purchases before you were locked out?

Here's what you should do next:

1. Secure your payment method immediately

If card details were saved on the account, treat this as urgent:

• Contact your bank/card provider right away so they can block the card and prevent further charges if you believe someone has acquired your payment info.
• Once you can sign in again, use Microsoft’s "Investigate" flow to identify any unexpected Microsoft charges: How to investigate a billing charge from Microsoft - Microsoft Support

2. Try Microsoft’s official hacked-account recovery flow

Use Microsoft’s official guidance for compromised accounts: How to recover a hacked or compromised Microsoft account - Microsoft Support

3. Submit the Account Recovery Form (ACSR)

When the attacker changed your sign-in details and you can’t pass normal verification, Microsoft’s official option is the Account Recovery Form (ACSR):

• Go to: https://account.live.com/acsr
• Enter your original email and an alternate email where Microsoft can contact you.
• Provide as many accurate details as possible, such as old passwords, frequent contacts/subject lines and submit from a familiar device/location.
• Wait 24–72 hours for a response. You may refine and resubmit up to twice per day.   
• Please see this official guide to help you fill out the form more accurately: Help with the Microsoft account recovery form - Microsoft Support

Please feel free to let me know how it goes. I truly appreciate your time and understanding.

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