My account has been hacked and it seems like the microsoft email has changed

Question

On Friday feb 28, 2026, I've found out that my father's microsoft account has been hacked. We noticed it kind of late so I would like to ask if it is possible to recover. What happened is that passwords and other security information got changed on feb 22, friday, 2026. The account name or microsoft name was changed from original to [<removedPII>@chenopoml.ru]. We tried to recover account thru the emails that got sent to us, asking if we changed email and password but it didn't work. What should I do now?

Answer 1

Hi. I'm Brian and I'll try to help.

The sad truth is that if your primary alias was changed, you will not be able to recover that account.

Answer 2

Because the account email, password, and security info were changed and normal recovery via the notification emails failed, only Microsoft’s official account recovery and security processes can be used now.

Follow these steps in order:

1. Use the hacked/compromised account recovery helper
   • Go to the sign-in helper for hacked accounts: Start.
   • Enter the original Microsoft account email or phone number (the one used before it was changed to the *.ru address).
   • Follow the guided steps; it will either provide self-service options or a path to contact an agent.
2. Try standard password reset with “someone else is using my account”
   • On the Microsoft sign-in page, choose Forgot my password.
   • Select I think someone else is using my Microsoft account and follow the instructions described in What happens if there's an unusual sign-in to your account.
   • If sign-in is still possible at all, immediately go to the Security basics page, select Change password, and then review Recent activity to mark any activity that “wasn’t me” and secure the account.
3. If sign-in is no longer possible, complete the Microsoft account recovery form (ACSR)
   • Go to the Microsoft Account Recovery form at https://account.live.com/acsr (from context).
   • Enter the hacked email address and an alternate contact email that is under control.
   • Fill in as much accurate detail as possible. Use the guidance from Help with the Microsoft account recovery form:
     • Provide old passwords used on that account.
     • Provide exact subject lines of emails recently sent/received, and names of frequent contacts (ask family/friends if needed).
     • Include information about any Microsoft services used (Outlook/Hotmail, Skype, Xbox, etc.).
   • Submit the form from a device and location that are normally used for that account.
   • Watch the alternate email for a response (typically within 24–72 hours) and resubmit with more detail if requested.
4. If security info was removed and replaced
   • If all security info was removed and replaced, the account may be in a 30‑day restricted state as described in What does “Security info change is still pending” mean?
   • During this 30‑day period, Microsoft sends alerts to the original security email/phone. If any such message is available and offers an option to cancel the change, use it immediately.
   • If those alerts are no longer accessible, wait for the 30‑day period to complete while continuing to work with support via the recovery form and helper tool.
5. Contact Microsoft Support if the form fails
   • If the recovery form is repeatedly declined, use the contact path described in the Q&A context:
     • Go to the Microsoft Support contact page.
     • Search for “Account Recovery”, select Get Help, then Contact Support.
     • Choose Other Products → Manage Account Security and use Chat with a support agent in your web browser (or callback if offered).
   • Provide the case numbers from previous recovery attempts and clearly explain that the account email and security info were changed by an attacker.
6. Secure all devices and other accounts
   • Before changing any passwords, run a full antivirus scan on the PC(s) used to sign in to this account, using Windows Defender or another up-to-date antivirus as described in How to recover a hacked or compromised Microsoft account.
   • After devices are clean, change passwords on:
     • The recovered Microsoft account (if/when access is regained).
     • Any other accounts that used the same or similar password.
   • Review and update security info (alternate email, phone) and enable stronger security options once access is restored.

If recovery ultimately fails, support and the ACSR process are the only available paths; no one outside Microsoft support can override or bypass these protections.

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References:

• How to recover a hacked or compromised Microsoft account
• Hello , welcome to Account help & learning
• What happens if there's an unusual sign-in to your account
• What does “Security info change is still pending” mean?
• Help with the Microsoft account recovery form
• 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