not getting emails

Question

hotmail was hacked, password changed, only getting junk email

Answer 1

Hi!

Welcome to Microsoft Q&A forum.

Please follow the steps below to resolve the issue with your hacked Microsoft account:

If you are using a personal account (Outlook, Hotmail, Live):

• Go to the official recovery page: https://account.live.com/acsr.
• Enter the hacked email address and an alternate contact email.
• Follow the on-screen instructions and provide verification details.
• Once you regain access, set a strong, unique password.
• Enable two-step verification (MFA) for added security.

Additional security steps to take immediately:

• Change the password for any other accounts where you used the same password.
• Check and remove any suspicious recovery emails or forwarding addresses.
• Enable MFA on all your accounts for extra protection.

Scan all devices for malware (Important)

Run a full antivirus scan on every device used to access the account. If using Windows 10/11, turn on and run Windows Defender to ensure there is no malware that can re‑steal the account.

Answer 2

Follow these steps to secure the hacked Hotmail/Outlook.com account and fix missing emails:

1. Scan all devices for malware
   Before changing anything, run a full antivirus scan on every device used to access the account. If using Windows 10/11 or 8.1, turn on and run Windows Defender as described in the article to ensure there is no malware that can re‑steal the account.
2. Change the account password securely
   After confirming devices are clean, sign in and change the Microsoft account password using the official password change page. Use a strong, unique password that is not reused on other sites.
3. Review and fix Outlook.com mailbox settings
   A hacker often changes mail settings so normal mail is diverted or deleted. In Outlook.com (web):
   • Check Junk Email folder and move any valid messages back to Inbox using Not junk / Mark as not junk.
   • Check Junk Email settings and remove any safe senders/blocked senders entries the hacker may have added that affect normal mail.
   • Check Rules and delete any suspicious rules that move or delete messages.
   • Check Forwarding and remove any unknown forwarding addresses.
   • Check Connected accounts and remove anything not recognized.
   • Check Automatic replies to ensure no malicious auto‑responses were configured.
4. Check other reasons for not receiving mail
   In Outlook.com:
   • Verify the Focused/Other tabs and filters (Filter → Sort → Date) so all mail is visible.
   • Make sure there is no email forwarding enabled that sends mail elsewhere.
   • Confirm there are no additional rules preventing messages from reaching Inbox.
5. If only Microsoft mail arrives
   This usually means other messages are being filtered, forwarded, or blocked by rules/Junk settings. Carefully re‑check Junk, Rules, Forwarding, and Blocked senders as above until normal senders can reach the Inbox.
6. If sign‑in or recovery fails
   If access is lost again or password reset is needed, use the official recovery and password reset flows referenced in the hacked‑account and sign‑in guidance in the context.
7. Contact Outlook.com/Microsoft account support if needed
   If the steps above do not restore normal mail flow, use the Outlook.com help entry point to reach support (requires signing in). For broader Microsoft account issues, use the Account & Billing Help and general Microsoft support entry points from the context.

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References:

• How to recover a hacked or compromised Microsoft account
• Can't send or receive email in Outlook.com
• Email is missing from your Outlook.com inbox
• Mail goes to the Junk folder by mistake
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