My two accounts has been hacked and locked

Question

Hello!

Few months ago someone tried to sign in my personal account several times and you locked it.

When I tried to recover my password and I inserted both my phone numbers, instead of receiving the security codes, it was written "Try another method". I never recovered that account.

So, I created another account and, one week ago, again someone tried to sign in my account several times and you locked it. Although I inserted both my phone numbers, I didn't receive the security codes and it was written "Try another method". I completed and submitted the Recovery form, but I have not been contacted yet.

Could you please help me?

Thank you.

Kind regards,

Answer 1

Hi Anonymus,

Welcome to the Microsoft Q&A forum. I understand how stressful it can be to have personal accounts locked and to not receive security codes while waiting for recovery updates.

Before going further, please be advised that forum agents do not have access to internal Microsoft account systems and cannot unlock accounts or change recovery outcomes. What can be shared are the correct recovery paths and official options available to you.

The Q&A Assist answer is directionally correct. Using the Microsoft Account Recovery Form is the standard self‑service path for personal Outlook.com accounts affected by unauthorized sign‑in attempts or security locks. Since you have already completed this, the following additional points may help clarify what to try next.

1, Self-Service Troubleshooting (Verification Code Issues) 

Before contacting support, I recommend troubleshooting potential issues with your phone or email provider that might be blocking the code delivery. Please review the steps in this official guide: Troubleshooting verification code issues - Microsoft Support 

2, Request Account Reinstatement (Compliance/Security Lock) 

If your account was locked due to a violation of the Microsoft Services Agreement (a security or compliance lock), the lock cannot be removed by an agent or a code. The official procedure is to request a review using this dedicated form: https://www.microsoft.com/digitalsafety/account-reinstatement

3, Contact Microsoft Live Support

If neither of the above options resolve your issue, you can contact Microsoft's live chat support for real-time, confidential assistance. Please follow these steps to contact a support agent: 

1. Visit the Microsoft Support contact page: Contact - Microsoft Support    
2. In the search bar provided on the page, type "My Microsoft account is locked" and press Enter.    
3. Click on the "Get Help" button that appears.    
4. Scroll down the page until you see and click on the "Contact Support" option.    
5. When prompted to select your product or service, choose "Other Products".    
6. For the category, choose "Manage Account Security".    
7. Look for and click on "Chat with a support agent in your web browser".    
8. When prompted, provide a valid contact email where Microsoft can reach you regarding your case.    
9. Explain your situation clearly: Be concise but provide all the relevant details. 

I hope this additional information helps clarify the situation and the available next steps.

Answer 2

It seems that you are experiencing issues with both of your accounts being locked due to unauthorized access attempts and difficulties in receiving security codes for recovery. Here are some steps you can take to address this situation:

1. Account Recovery Form: Since you have already submitted the recovery form, it's important to be patient as it may take some time for Microsoft to respond. Ensure that you provided as much accurate information as possible to help verify your identity.
2. Wait for Lockout Period: If you are receiving messages to "Try another method" when attempting to receive security codes, it might be due to a temporary lockout. You may need to wait for a certain period before trying again.
3. Use a Familiar Device: When filling out the recovery form, use a device and network that you typically use to access your account. This can help in verifying your identity.
4. Contact Microsoft Support: If you do not receive a response from the recovery form, consider reaching out to Microsoft Support directly. You can do this via their support portal, where you might find options for live chat or other assistance.
5. Inform Contacts: If you regain access to your accounts, inform your contacts about the situation to prevent them from falling victim to any potential phishing attempts from your compromised accounts.
6. Enhance Security: Once you regain access, consider enhancing your account security by changing your password to a strong one and enabling two-factor authentication (2FA) if you haven't already.

Following these steps should help you in recovering your accounts and preventing further unauthorized access.

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References:

• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A