my microsoft account is linked to emails i dont own

Question

my microsoft account is linked to emails i dont own (namely <removedPII>@gmail.com and (<removedPII>@gmail.com), and when i try to sign in to microsoft using that email, i have to verify with an email i dont own?? my account was recently hacked and i got my information leaked, so maybe that could be the cause. but for now, what do i do? i cant even shut it down because i have to sign into that account first, and i dunno how to contact support. can anyone help.

Answer 1

Hey there! Nice to meet you!

Based on your description, your Microsoft account was compromised. The hacker was able to remove the account's primary email address/security info and replace it with their own email address.

The only way to recover a hacked account is through the official Microsoft troubleshooter guide:

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

If the account recovery web form doesn't work, and since the security info has been replaced by the hacker, I'm afraid there is no other working method to recover the Microsoft account, and Microsoft Support cannot help either.

However, I would recommend reaching out to Microsoft Support immediately, as they can possibly "Suspend" the account permanently once they have confirmed that the account can no longer be recovered in order to prevent the hacker from using it:

https://support.microsoft.com/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAssetId=S.HP.SmcContactUsLanding

Type "Microsoft 365 sign-in problem" > Click "Get Help" > Scroll down and select the option "Sign in to contact Support" > Microsoft 365 and Office > Billing and Account Profile Questions > Confirm > then select "Chat with a support agent in your web browser"

Thank you for your understanding.

Best regards,

Darhyl

Answer 2

Because the account was hacked and now shows sign-in aliases and verification emails that are not owned, the only supported options are to use the automated recovery tools and then secure or close the account once access is restored.

Follow these steps in order:

1. Run account recovery
   1. Go to the Microsoft account recovery page: https://account.live.com/password/reset or https://account.live.com/acsr (both are official recovery entry points referenced in support content).
   2. Enter the Microsoft account sign-in (the original email/phone/Skype used before the hack) and an alternate email address that is currently accessible.
   3. Complete the recovery form with as much accurate information as possible (old passwords, subject lines of emails sent, contacts, approximate creation date, services used like Xbox, Store, etc.). Submit it from a device and location normally used for this account.
   4. If the form is rejected or the account is temporarily locked due to too many attempts, wait for the lockout period to expire and then try again with more complete details. The automated system is the only way to regain access when security info has been changed.
2. If sign-in is blocked by unusual sign-in or verification prompts
   1. If sign-in is still possible but shows unusual activity, go to the Security basics page and select Review activity. Mark any activity that was not performed as This wasn’t me or Secure your account as described in the unusual sign-in guidance.
   2. If the password has already been changed by the attacker and sign-in is impossible, continue using the recovery steps above; there is no manual override.
3. Once access is regained, secure the account
   1. First, clear malware from all devices used with this account:
      • Ensure antivirus is up to date and run a full scan on each device.
      • On Windows 10/11 or 8.1, use Windows Defender by searching for Windows Defender from Start and running a full scan.
   2. Change the account password immediately using the change your password link and create a strong password.
   3. Remove attacker-controlled aliases and verification methods:
      • Go to the Microsoft account security/aliases settings and remove any email addresses or phone numbers that are not owned.
   4. Check Outlook/Hotmail settings for manipulation:
      • Review connected accounts, forwarding, and automatic replies using the links in the hacked-account article and remove anything not set up personally.
   5. Turn on and correctly configure two-step verification/MFA with devices and emails that are under control.
4. If the account cannot be recovered
   • If the recovery form and automated tools cannot verify ownership (for example, because all security info was replaced and the system does not recognize the details), there is no alternative manual method for consumer Microsoft accounts. In that case:
     • Treat the account as permanently lost.
     • Inform contacts (from another email or channel) that the old Microsoft/Outlook address is compromised.
     • Create a new Microsoft account and secure it with strong password and up-to-date security info.
5. Contacting support
   • For consumer Microsoft accounts, support agents cannot bypass or override the automated recovery checks. However, if there are technical errors (for example, recovery form not submitting), use the Contact Support options described in the account and Outlook help pages to reach an agent via web chat and report the issue.

These are the only supported paths to remove unknown emails from the account, regain control, and then either continue using or close the account.

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References:

• How to recover a hacked or compromised Microsoft account
• What happens if there's an unusual sign-in to your account
• Hello , welcome to Account help & learning
• My username and password have stopped working
• Get help with your Microsoft account
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
• Cannot Access Microsoft Account After Hacker Changed Email, Advice Needed - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• hello my email was (Moderator note: PII removed)@icloud.com and now its (Moderator note: PII removed)@jerkoffmail.com can please someone help me and the team change it my username in xbox is (Moderator note: PII removed) please help me team and change it - Microsoft Q&A