need to speek with a profesional

Question

via microsoft familly the e mail of my kid got hacked the only way to chenge the e mail is by sing in it to e mail i dont have acces plz contact me

Answer 1

Hey there! Nice to meet you!

I'm sorry you and your child are experiencing this.

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If the account recovery web form doesn't work, and since the security info has been replaced by the hacker, I'm afraid there is no other working method to recover the Microsoft account, and Microsoft Support cannot help either.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

The only way to change or recover the child’s Microsoft account email is through the official self-service recovery and support tools; direct contact by email or phone cannot bypass these processes.

Follow these steps:

1. Run account recovery for the child’s hacked email
   • Go to Recover your account: https://account.live.com/password/reset
   • Enter the child’s hacked email address, phone number, or Skype name.
   • Choose where to receive the security code (alternate email/phone if available), then enter the code and set a new strong password.
   • If the system says “We couldn't find an account with that username,” try any other alias or phone number that might be on the account.
2. If normal reset does not work, use the Microsoft Account Recovery form
   • Use the Sign-in Helper / recovery form: https://account.live.com/acsr (or via the Sign-in Helper).
   • Provide a working email that can be accessed now (this can be a parent’s email) so Microsoft can reply.
   • Fill in as many details as possible: previous passwords, contacts, subject lines, approximate creation date, etc.
   • Submit from a device and location normally used to sign in. Microsoft will review and respond, typically within 24 hours.
3. If the account was hacked/compromised
   • First, scan all PCs/phones used by the child for malware or viruses (Windows Defender or another up-to-date antivirus) before changing passwords.
   • After regaining access, immediately:
     • Change the password to a strong one.
     • Check Outlook.com settings for suspicious rules: connected accounts, forwarding, and automatic replies.
4. If still unable to recover the account
   • Use the Sign-in Helper for hacked account issues and support options: https://go.microsoft.com/fwlink/?linkid=2196140
   • If the username truly no longer works even after recovery attempts, use Contact support from the account help page: https://go.microsoft.com/fwlink/?linkid=2273600 and explain that the child’s account (in a Microsoft Family) was hacked and the email cannot be accessed.
5. To change the email/phone on the child’s Microsoft account (after access is restored)
   • Sign in to the child’s account and go to Your info: https://account.live.com/names/manage
   • Use Add email or Add phone number to add a new address/number.
   • Optionally remove the compromised email by selecting Remove next to it once the new alias is working.

If recovery fails repeatedly and two-step verification is enabled but no verification method is accessible, support agents cannot override security or reset the account; in that case, a new child account may need to be created and added to the Microsoft Family.

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References:

• My username and password have stopped working
• Help with the Microsoft account recovery form
• How to recover a hacked or compromised Microsoft account
• Hello , welcome to Account help & learning
• Change the email address or phone number for your Microsoft account