My Microsoft Home and Student has hack

Question

Dear Microsoft Support Team,

I am writing to request assistance regarding my Microsoft account and Microsoft Home and Student license that has been taken over by a hacker.

Recently, my Microsoft account was compromised and the hacker changed the account email address. The original email associated with my account was *[Moderation note: PII @gmail.com], but it has been replaced by the hacker with the following email: ri@anaemail.ru.

Because of this unauthorized change, I have lost access to my Microsoft account and the Microsoft Home and Student license that I legitimately purchased and used with my original email address.

I kindly request Microsoft to investigate this issue and help restore the ownership of the account and the Microsoft Home and Student license back to my original email address ([Moderation note: PII removed@gmail.com]).

I am the legitimate owner of the account and I am willing to provide any additional verification or information required to prove my ownership.

Please assist me in securing my account and reversing the unauthorized changes made by the hacker.

Thank you very much for your time and support.

Sincerely,

Fanny

Answer 1

Hi, Fanny Gilang Permana

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data. 

Sorry for this frustrating experience. In case you've tried Sign-in Helper or the Account Recovery Form, it is best to contact Microsoft Support for direct assistance:

• Visit this website: Contact - Microsoft Support 
• Type Contact in the search box. 
• Now click Get help, and Select Contact Support or Sign in to contact support below. 
• Go to the Products and services tab, and choose either Microsoft 365 and Office category. 
• On the Category tab, choose Manage account security. 
• Go to Confirm. 
• You can now choose the option of Chat with a support agent on your web browser. 

The Chat support team only works at certain work times, (Monday to Friday: 9am to 6pm. Saturday and Sunday: 10 a.m. to 6 p.m.) so if the last window says you are not available, try to open it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.  

Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.

Thank you for your patience in reading, I hope this information has been helpful to you. 

Since this is a public forum, we will hide your personal identifiable information, and I have sent that image of yours containing your personal identifiable information in a private message so we can work together to resolve the issue. Also, please check your private message in case you want to share another screenshot to avoid leaking your PII by click on the Private Message button as show below.

---

Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.