My account was compromised.

Question

My Microsoft account that I always used has been hacked. The hacker changed the email address and password, so I cannot sign in anymore. I also cannot access the recovery email linked to the account. Does anyone know if there is a way to recover my account?

Answer 1

Hi san kuwa

Thank you for reaching out to Microsoft Q&A Forum. I’m really sorry you’re dealing with this and I understand how stressful it is. When the attacker has changed the sign‑in email/password and you no longer have access to the recovery email, the recovery process is (unfortunately) very strict to protect the account owner.

Please kindly note that this is a public user-to-user forum, I do not have the ability, tools to unblock, recover accounts or bypass security. Only Microsoft’s official recovery process can restore access.

I can see that the Q&A Assist reply already outlines the two supported recovery paths. Before adding anything further, could you please confirm:

• Have you already tried those steps? (Sign‑in Helper and/or the Account Recovery Form)
• If yes, where did the process stop or fail (for example: recovery form rejected, account not found, verification codes inaccessible)?
  • If the recovery form was accepted and is still under review, the only correct action is to wait for the decision email from Microsoft (and check Junk/Spam as well).
  • If the recovery form was rejected: You can submit it again using the most accurate historical details you can recall (old passwords, approximate creation date, services used). Submitting multiple times with the same information will not improve the outcome.

Also, could you please let me know what’s the exact message you see when you try to sign in (e.g., account doesn't exist, security info change is still pending, etc.)?

In case you’re still signed in to the account on any device/app, you can immediately sign out everywhere to cut off the attacker’s sessions (it can take up to 24 hours).

Contact Microsoft Support directly

If none of the above works, you can reach out to Microsoft Support team directly for further assistance. For personal account/product, it mainly offers live chat and, depending on your subscription/region, an option to request a callback:

• Go to Contact - Microsoft Support
• In the search box, type the issue keyword related to Microsoft account recovery or compromised account.
• Click "Get Help", then scroll to the bottom and select "Contact Support”.
• When prompted to select Products & Services, select "Other Products"; Under Category, select "Manage account security".
• Look for and select "Chat with a support agent in your web browser" (during business hours) or a similar callback option (if available). Explain your situation clearly.

Please feel free to let me know how it goes. I truly appreciate your precious time and understanding.

Answer 2

There are only two supported ways to try to get a completely compromised Microsoft account back when the email, password, and recovery options have been changed:

1. Use the Sign‑in Helper / hacked-account flow
   • Go to the Sign‑in Helper tool: Open the Sign-in Helper for support options or hacked account issues.
   • Enter the email/phone/Skype name that was originally used on the account.
   • The helper will either guide through self‑service recovery or offer options to contact support, depending on what is possible for that account.
2. Use the Microsoft Account Recovery form (ACSR)
   • If the account still exists but cannot be accessed, submit the recovery form at Recover your account or directly via the ACSR link referenced in the guidance.
   • Provide the hacked email address and a different working email where Microsoft can contact.
   • Fill in as many accurate details as possible (old passwords, approximate creation date, contacts, subject lines, services used, etc.).
   • For detailed tips, see: Help with the Microsoft account recovery form.

If the hacker has fully replaced the security information and the automated recovery form cannot verify ownership, there is no alternate manual override for consumer Microsoft accounts. Support agents are not allowed to bypass the automated security checks or forcibly reset the account in that situation.

For future protection once access is regained (or on any new account):

• Follow the hacked-account guide: How to recover a hacked or compromised Microsoft account.
• Add multiple sign‑in methods and up‑to‑date security info on the Advanced security options page as described in How to help keep your Microsoft account secure.

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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
• My username and password have stopped working
• Help with the Microsoft account recovery form
• Unblock my Outlook.com account
• How to help keep your Microsoft account secure
• Hello , welcome to Account help & learning
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