How long does it takes for CDOC to reply on my email regarding my hacked and locked account

Question

im wondering how many days or weeks CDOC replies to my email because i have a hacked account that is currently locked, but a few days ago i have managed to change the hackers email to my email but it will take 30 days for it to take effect. The notification says that i can still login to that account, so i want it to be unlocked.

Answer 1

Hello Felix, Joshron kim G, 

Thank you for reaching out to Microsoft Q&A. I completely understand how stressful it is to deal with a hacked account, especially when you are waiting to regain full access. 

To clarify your question, the 30-day delay you are seeing is actually part of Microsoft's automated security process, rather than a direct response timeframe from CDOC. When an account enters this 30-day security replacement period, Microsoft's system theoretically allows you to continue using everyday services (like reading emails or playing Xbox) if you know the current password. 

However, since your account was previously compromised, the system likely placed a protective lock on it. To try and unlock it while you wait for the 30 days to pass, please follow these steps: 

1. Go to account.microsoft.com and sign in with your email and password. 
2. When you reach the screen that says "Your account has been locked," click Next or Continue. 
3. The system will ask you to enter a phone number to receive a security code via text message. You can enter any mobile phone number you currently have access to. 
4. Enter the code you receive to unlock the account. 

If the error continues, you can try using a different phone number to request the code. As a last resort, if the system still blocks the unlock attempt, you will need to wait for the 30-day security period to complete before you can fully regain access. 

I know waiting is difficult, but I hope this helps clarify the process! If the problem persists, do not hesitate to let me know - I will be happy to help you further. 

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Answer 2

CDOC response times are not documented in the provided information, but the 30‑day delay being seen is from Microsoft’s automated security process, not from CDOC.

When all security info on a Microsoft account is removed and replaced, the account goes into a restricted state for 30 days. During this period:

• The message “Your security info change is still pending” or “You can’t access this site right now” appears because the new security info has not yet taken effect.
• The account remains partially restricted for the full 30 days to protect against unauthorized changes, even if the rightful owner is now in control.
• If two‑factor verification was turned on, access is more limited and the options are to wait the 30 days or cancel the change request (if that option is still available to the original security info).

For a hacked or compromised account:

1. Use the sign‑in helper or hacked‑account recovery flow described in How to recover a hacked or compromised Microsoft account to ensure the account is secured as much as possible while waiting.
2. If the security‑info change was not made by the account owner, follow the guidance in the same article to report and remediate the compromise.
3. Be aware that support agents cannot override the 30‑day security‑info pending period; it is enforced automatically for protection.

There is no supported way in the provided documentation to shorten or bypass this 30‑day restriction. The practical expectation is that full access (including unlocking restrictions tied to the security‑info change) will only be restored after the 30 days have passed or if the pending request is successfully canceled using the original security info.

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References:

• What does “Security info change is still pending” mean?
• Common problems with two-step verification for a work or school account
• How to recover a hacked or compromised Microsoft account
• Help with the Microsoft account recovery form
• Troubleshoot Microsoft verification code issues
• Hacked account - Microsoft Q&A
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A
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