Account was hacked and email was changed

Question

I feel like I've looked through every support option with no luck. But my Microsoft account was hacked 3 days ago, and I believe the email address was changed along with all security settings. I now have absolutely no way to get it back or to know what to do. I log into my email now, and it says "does not exist." By the way it's a gmail. Nothing has been able to help. I'm almost about to give up because of how upsetting this is getting right now. Praying for this to be resolved... :(

Answer 1

Hello, thank you for reaching out to Microsoft Q&A.

As you are seeing the message "This account does not exist" when trying to sign in, it is likely that the hacker removed your email address (alias) from the original Microsoft account, added it to their own account, and set it as the primary alias.

Since this is a @gmail.com address, you can add this same email as an alias to a new or different Microsoft account. However, the original Microsoft account appears to have been fully taken over by the hacker and most likely cannot be recovered, as they may have changed all the security information. This makes successful account recovery extremely difficult in this situation.

To add your @gmail.com address as an alias, sign in with your Microsoft account here (not the hacked one):

https://go.microsoft.com/fwlink/p/?linkid=864833

Select “Add an existing email address as a Microsoft account username”, then enter your @gmail.com address and check whether you can successfully add it.

You may reuse that email address (Alias) with a different Microsoft account. However, recovering the original or compromised account is no longer possible.

Meanwhile, see -

How to recover a hacked or compromised Microsoft account

My username and password have stopped working

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Answer 2

Follow these steps, in order, to handle a hacked Microsoft account where the sign-in email and security info were changed:

1. Use the official hacked-account recovery flow
   Go to the Microsoft hacked/compromised account helper and start from there: select Start and provide the email or phone that used to be on the account. The tool will either show self-help options or a way to contact an agent for that account.
   Start
2. Try the standard account recovery form (ACSR)
   If the sign-in page says the account doesn’t exist or security info was changed, use the Microsoft account recovery form. Enter the hacked Microsoft account address and an alternate email where Microsoft can contact you. Provide as much accurate detail as possible (old passwords, approximate creation date, services used like Xbox/OneDrive/Outlook, etc.).
   If the form is declined, it can be updated and resubmitted (up to a limited number of times per day). If the automated system cannot verify ownership, there is no other supported method to restore a consumer Microsoft account.
3. If the account truly no longer exists
   If all recovery attempts report that the Microsoft account does not exist and do not allow continuing, and the hacked account cannot be found by the recovery tools, the account may not be recoverable. In that case:
   • Create a new Microsoft account.
   • Recreate or move any services that are not tied to the old account anymore (for example, new Xbox profile, new OneDrive, new Outlook.com address).
4. If there is any sign of unusual activity on another Microsoft account
   If there is another Microsoft account still accessible, sign in to the Security basics page and select Review activity to check recent sign-ins. For any activity that was not performed by the legitimate owner, select This wasn’t me or Secure your account, then immediately change the password and ensure security info (phone, alternate email, and MFA) is correct.
5. Secure devices and other accounts
   Since the account was hacked, also:
   • Run a full antivirus/malware scan on all PCs and devices used with the account before changing any other passwords. Windows 10/11 includes Windows Defender; ensure it is up to date and run a full scan.
   • Change passwords on other important accounts (email, banking, social media) that used the same or similar password.
   • Enable multi-factor authentication (MFA) wherever possible.

If the automated recovery and hacked-account helper cannot locate or verify the account, Microsoft Support cannot override these systems for consumer accounts, and recovery is not possible.

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References:

• How to recover a hacked or compromised Microsoft account
• Hello , welcome to Account help & learning
• What happens if there's an unusual sign-in to your account
• Close your Outlook.com account
• Hacked account - Microsoft Q&A
• Cannot Access Microsoft Account After Hacker Changed Email, Advice Needed - Microsoft Q&A
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• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
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