my son's account has been hacked and I'm unable to use it

Question

my son's account has been hacked and I'm unable to use it. He is getting a send verification code to an email using email that end in @skylist.space

Answer 1

Hey there! Nice to meet you!

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

Based on your description, 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If the account recovery web form doesn't work, and since the security info has been replaced by the hacker, I'm afraid there is no other working method to recover the Microsoft account, and Microsoft Support cannot help either.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 is already sending verification codes to an unknown email address, the account is effectively controlled by the attacker and must go through Microsoft’s official recovery and security processes.

Follow these steps:

1. Start account recovery immediately
   • Use the official Microsoft account recovery form for the hacked account:
     • Go to: https://account.live.com/acsr
     • Enter the hacked email address and an alternate email address that is under control (not the @skylist.space address).
     • Provide as much accurate information as possible (previous passwords, typical contacts, subjects, etc.). Submit from a device and location normally used for that account.
   • For detailed guidance on recovering a hacked account, see: How to recover a hacked or compromised Microsoft account.
2. Use the sign‑in helper if sign‑in or verification fails
   • If sign‑in is blocked or verification codes are not received on any trusted method, use the sign‑in helper tool, which can route to self‑help or a support agent: Sign-in helper or Start.
3. If verification codes are not arriving
   • Review the guidance in Troubleshoot Microsoft verification code issues. In particular:
     • Avoid repeated code requests, which can cause blocking.
     • Ensure the code is not going to junk mail and that the address/number shown is actually one that is owned.
   • If no trusted email/phone is accessible anymore, recovery must be done via the recovery form only; support agents cannot send codes or bypass security.
4. If the password still works or access is regained
   • Immediately go to the Security basics page and:
     • Change the password to a strong, unique one.
     • Remove any unknown security info (email addresses or phone numbers such as the @skylist.space address).
     • Add secure, up‑to‑date security info (parent‑controlled email/phone).
   • Review recent activity as described in What happens if there's an unusual sign-in to your account and mark any unfamiliar sign‑ins as “This wasn’t me.”
5. If the username/password no longer work at all
   • Follow the steps in My username and password have stopped working:
     • Use the “Recover your account” flow.
     • If the system reports “We couldn’t find an account with that username,” try any other alias or phone number ever added to the account.
     • If still blocked, use the “Contact support” option from that article.
6. If the recovery form is repeatedly rejected
   • As described in the Q&A guidance, complete the recovery form again with more precise details and from a familiar device/location.
   • If still unsuccessful, sign in with any other Microsoft account (or create a new one) and contact Microsoft Support via the “Contact Support” path described in the Q&A answers to request help with the recovery process. Note that agents cannot override security checks or directly change account details.
7. After recovery
   • Enable multi‑factor authentication (for example, Microsoft Authenticator) on the recovered account.
   • Review Outlook rules, forwarding, and app permissions for any malicious changes, as recommended in the hacked‑account cleanup guidance in the Q&A content.

For safety, do not use or trust the @skylist.space address; treat it as attacker‑controlled and remove it from the account as soon as access is restored.

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References:

• How to recover a hacked or compromised Microsoft account
• Troubleshoot Microsoft verification code issues
• Microsoft account security info & verification codes
• My username and password have stopped working
• What happens if there's an unusual sign-in to your account
• Hello , welcome to Account help & learning
• Hacked account - Microsoft Q&A
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