Totally locked out of main email account

Question

After struggling to access my email I have gone through all the forms, I have had an automatic email stating Microsoft ignore password requests due to 2 factor authorization being in place, I have 2fa but the ones controlling my email account removed it, changed password and deleted the ky so that I cannot get access to my account, why can’t I get an actual response from Microsoft regarding this oversight, I have the proof from screenshots that I took of notification emails stating that 2fa was removed, key deleted. Etc, look at them please, I am desperate as tha was my main email where all of my accounts to phones, online banking etc are linked to , please respond with some help, I am so desperate ai am almost at the point of going on telegram and paying to get my account back

Answer 1

Hey there! Nice to meet you!

I'm sorry you are experiencing this.

Based on your description, "but the ones controlling my email account removed it, changed password and deleted the ky"

The hacker was able to remove the account's primary email address/security info and replace it with their own email address.

Since the security info has been replaced by the hacker, I'm afraid there is no other working method to recover the Microsoft account, and Microsoft Support cannot help either.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

For consumer Outlook.com/Microsoft accounts with 2FA enabled, Microsoft support cannot bypass or override the security checks, even when the account has been taken over. Manual review of screenshots or “proof” is not used to restore access for these accounts.

Key points from Microsoft’s process and what can still be done:

1. Why password reset and support responses are blocked
   • When 2FA is enabled and the attacker has removed or changed the second factor, the normal password-reset flow cannot override that protection. This is by design to prevent attackers from using support to take over accounts.
   • For accounts with 2FA, the standard Microsoft account recovery form cannot bypass 2FA. This is why messages state that password requests are ignored when 2FA is in place.
   • Support agents are explicitly not allowed to send password reset links, verification codes, or change account details for security reasons.
2. What can still be tried
   • Use the Sign-in helper and recovery tools:
     • If sign-in is failing, use the sign-in helper: Sign-in helper.
     • If the system indicates the security info is unfamiliar or you can’t get codes, use the account recovery options described in Help with the Microsoft account recovery form and Troubleshoot Microsoft verification code issues.
   • If verification codes are not arriving:
     • Check that the code is being sent to a valid security alias (primary alias or a configured verification email/phone).
     • Avoid repeated requests; excessive or repetitive requests can cause temporary blocking of code delivery.
     • Try different networks, devices, and InPrivate/Incognito mode as suggested in similar cases.
   • If the account is temporarily locked or blocked due to unusual activity or too many attempts, wait for the lockout period to expire before trying again.
3. When the attacker has changed all security info
   • If all security info (phone, email, authenticator) has been changed and 2FA is enabled, and none of the recovery options work, there is no supported way for consumer support to override this.
   • Screenshots or personal explanations cannot be used by support to manually restore access to a consumer Microsoft account with 2FA, because that would weaken protection for all accounts.
4. Contacting Microsoft
   • For additional guidance on technical errors (for example, recovery form errors or code delivery problems), use the official support channel: Contact Microsoft Support. Sign in with any other Microsoft account (or create a new one) and open a support case describing that the account is compromised and recovery is failing.
   • Be aware that even through support, agents cannot bypass 2FA or directly restore access if the automated systems do not validate ownership.
5. Do not use paid “recovery” services
   • Paying third parties (for example via Telegram) to “get the account back” is unsafe and not supported. These services typically rely on hacking or scams and can further compromise devices, other accounts, or finances.
6. Next steps for damage control
   • Since the mailbox is linked to banking, phones, and other services, immediately update the email address on those services to a new, secure email account.
   • Use each service’s own recovery and security processes to remove the compromised email and secure those accounts.

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References:

• Help with the Microsoft account recovery form
• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account
• I can't sign in to my Microsoft account
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
• Unable to change password in my Outlook - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A