the minecraft account was hacked

Question

Hello,

our minecraft account was hacked we contacted the microsoft hotline and they changed settings and reported internally about the hacked account. Now I recieved this email, I am not sure what it means and if it is real. It comes from cdoccm@microsoft.com

I do not understand if the minecraft account is now closed and not to use anymore or if the email account is closed and not to use it anymore. On the minecraft account were some goods and a whole world build so I am wondering if it is not at all possible to get the money back for the goods? also is it now possible to create another minecraft account but with the same email address which was used before or is this email address now infected and should be closed down?

Thank you for letting me know what the situation is.

this is the email:

Greetings, 

My name is CJ with Microsoft Customer Support. I appreciate your patience while I have performed an investigation of your account. 

Account security is a top priority at Microsoft, and we have a team dedicated to investigating and validating fraudulent activity. The account and billing activity associated with your Microsoft account was thoroughly reviewed by our fraud team, and I can confirm there was unauthorized access to your account. Unfortunately, during the investigation process, we found that your security information has been changed. 

Unfortunately, when security features are updated on an account, we are unable to assist with an account recovery as these types of updates and/or removal are completely out of control of customer service. We are unable to make any changes to the security information on the account due to security protocols set up and the acceptance of the Microsoft Services Agreement when the account was created. 

The only option we have is to permanently suspend this account to prevent any further use. At this time, I have successfully suspended this account, and this will remain on indefinitely. 

If you use this account for Minecraft, we regret to inform you that the Minecraft portion of the account is also unable to be recovered and the game will need to be re-purchased on a new account. We understand that this is not the news that you wanted to hear and apologize for any inconvenience that this may cause.

In the event that you have files stored in OneDrive, unfortunately those files are no longer accessible after account suspension and are subsequently unable to be recovered due to encryption; even our engineers do not have standing access to the files. We know that this is not the ideal outcome in terms of your stored files, but please be assured that this is necessary for the privacy of your data and to ensure that it does not end up in the wrong hands permanently.

Thank you for your understanding and patience during the investigation of your account. 

Answer 1

Hi there,

The Email is legit from Microsoft customer support. Unfortunately the outcome of hacked accounts is like that, you cannot do anything much, sorry :(

Answer 2

The email describes that the Microsoft account itself has been permanently suspended because it was compromised and its security information was changed by the attacker. When a Microsoft account is suspended in this way:

1. The Microsoft account and its services

• The Microsoft account is closed for further use and cannot be recovered.
• Any services tied to that account (including Minecraft, OneDrive, Outlook.com, Microsoft Store purchases, etc.) are no longer accessible.
• Files in OneDrive linked to that account are not recoverable after suspension.

2. The Minecraft license and worlds

• The Minecraft license attached to that suspended Microsoft account cannot be moved or recovered.
• The email explicitly states that Minecraft on that account “is also unable to be recovered and the game will need to be re-purchased on a new account.”
• Worlds and in‑game purchases stored under that account are not recoverable once the account is suspended.
• Refunds or chargebacks are not mentioned or supported in the provided guidance; the standard path for hacked accounts is recovery via the official process, and if that fails, the account and its content cannot be restored.

3. The email address vs. the Microsoft account

• The suspension applies to the Microsoft account, not to the underlying email service itself (for example, an external email like an iCloud or other provider address).
• If the sign‑in name was a non‑Microsoft email (such as an iCloud address), that email mailbox remains controlled by its own provider and is not “infected” or blocked by Microsoft. It can still be used as an email address.
• If the sign‑in name was an @outlook.com / @hotmail.com / @live.com address, that mailbox is part of the suspended Microsoft account and will not be usable for Microsoft services or mail.

4. Creating a new Minecraft / Microsoft account

• A new Microsoft account can be created and then used to purchase Minecraft again.
• If the old sign‑in name was an external email (for example, an iCloud address), that same email address can be used as the sign‑in name for a new Microsoft account, because the previous Microsoft account using it has been suspended.
• If the old sign‑in name was a Microsoft‑hosted address (Outlook/Hotmail/Live), a different email address will be needed for a new account.

5. Verifying legitimacy and future protection

• Legitimate security notifications from Microsoft about unusual sign‑ins or account protection typically come from domains ending in @accountprotection.microsoft.com.
• If there is any doubt about an email, the sender domain should be checked carefully and account activity should be reviewed using the official Microsoft account pages, not links in suspicious messages.
• For any future compromise, the supported path is:
  1. Scan the PC for malware and clear any infection.
  2. Change or reset the Microsoft account password using the official recovery process.
  3. Review and correct account settings such as connected accounts and forwarding.

Because the account in the email has already been permanently suspended after investigation, the Minecraft license and data on that account are not recoverable, and the path forward is to create a new Microsoft account and repurchase Minecraft on that new account.

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References:

• What happens if there's an unusual sign-in to your account
• How to recover a hacked or compromised Microsoft account
• Hello , welcome to Account help & learning
• Cannot Access Microsoft Account After Hacker Changed Email, Advice Needed - Microsoft Q&A
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• Is this legit email also? - Microsoft Q&A