Account hacked

Question

So i was trying to download a pdf of a school book and it downloaded some extension to google chrome and now my passkey for my personal microsoft account <mod: PII removed>@gmail.com has been changed to some authenticator app, the password has been changed and the other recovery email is some foreign email i have never seen before. The microsoft support site just runs me in circles and when i try to use the account recovery form and fill everthing in i just get an email that tells me they are ignoring me since i have 2FA . Am i screwed?

Answer 1

Hi Jón Ingi Einarsson - HI

Thank you for reaching out to Microsoft Q&A Forum. I’m really sorry you’re dealing with this, what you described is consistent with an account takeover, and it’s completely understandable that you feel stuck. Please note: if two‑step verification (2FA) is enabled on your account, the ACSR form cannot be used and you’ll need to recover access using the verification methods you previously set up. 

Just to confirm, when you try to go to your Microsoft account security page, do you see "Security info change is still pending" or "You can’t access this site right now"? And are you still signed in anywhere?

If you see “Security info change is still pending”, that’s a 30‑day protection hold and can’t be expedited unless you can cancel the request from that screen. You can refer to this official support link: What does “Security info change is still pending” mean? - Microsoft Support

If you can't sign in at all, at this point, you need to contact Microsoft Support directly for further assistance. Since you’re unable to sign in with the affected account, you can use a temporary or alternate Microsoft account to reach support.

Please follow the following steps to reach them:

Contact Support Team directly

It may offer live chat and, depending on your subscription/region, an option to request a callback:

• Go to Contact - Microsoft Support
• Type a brief description of your issue in the search box.    
• Click "Get Help", then scroll to the bottom and select "Contact Support”.
• Choose the appropriate Products & Services/ Category.
• Look for and select "Chat with a support agent in your web browser" (during business hours) or a similar callback option (if available). Explain your situation clearly.

Kindly note that this is a public user-to-user forum, I do not have the ability, tools to unblock, recover accounts or bypass security. Only Microsoft’s official recovery process can restore access.

For more details, you can see: How to recover a hacked or compromised Microsoft account - Microsoft Support

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

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