My microsoft account got hacked and I couldn't recover it with my back up email

Question

My microsoft account got hacked and I have changed the password to claim it back in early this year. However, I recently noticed that I still receive some log in from other place of the world that I didn't regonize. I changed the password for it but now I couldn't log in, I tried the changed and the original password but couldn't log in. I have 2-step verification one and have both email and phone number to receive verification code, but it is either that way is currently not possible or the server is down. I tried for a week now and still couldn't change my password. I tried methods in the help page but same thing kept happening again. I have my ID stored in that account so I need to get it back and clean the data. What are some other ways I can do to get the account back or more aggresively, delete the account.

Answer 1

Follow these steps in order, using only the official Microsoft recovery and security tools.

1. Secure devices before further sign-in attempts

• Run a full antivirus/malware scan on every device used to access the account (PC, phone, tablet).
• If using Windows 10/11 or 8.1, turn on and run a full scan with Windows Defender:
  1. Select Start.
  2. Search for Windows Defender or select Windows Defender.
  3. Follow the on-screen instructions and run a full scan.
• Do this before any more password changes to avoid the attacker re-capturing credentials.

2. Try to sign in and reset the password

• Go to the Microsoft account sign-in page and try to sign in.
• If sign-in fails, use Reset your password and follow the prompts.
• If the normal reset path does not work or the verification methods fail, use the Sign-in Helper tool first to troubleshoot sign-in and verification issues: Sign-in Helper.

3. Use the Microsoft account recovery form (ACSR) If normal reset and Sign-in Helper do not work:
4. Go to the account recovery form: https://account.live.com/acsr (from context).
5. Enter the hacked email as the account to recover and a different working email where Microsoft can contact.
6. Fill in as much accurate information as possible (old passwords, contacts, subject lines, regions, etc.).
7. Submit from a device and location commonly used with this account.
8. Wait for the response (typically within 24 hours) and, if needed, refine and resubmit (up to twice per day).

If two-step verification is ON and no verification method is accessible anymore, support cannot bypass it or reset the account; only successful self-recovery will work.

4. If access is regained: lock down and clean the account Once sign-in is successful:
5. Immediately change the password again to a strong, unique one: change your password.
6. Review and update security info:
   • Go to Advanced security options.
   • Remove any phone numbers or email addresses not recognized.
   • Add another way to sign in or verify (extra email/phone) and ensure all entries are current.
7. Check for malicious configuration in Outlook:
   • Review connected accounts, forwarding, and automatic replies and remove anything not set up personally.
8. Sign out everywhere and avoid staying signed in on shared/public devices:
   • Use private browsing windows.
   • Sign out after use and close all browser windows.
9. If access cannot be recovered

• If the account recovery form and Sign-in Helper both fail, and the attacker has changed security info or two-step verification methods, there is no additional manual method for support to restore or delete the account. Support agents cannot override these protections or send custom reset links.
• For services tied to the account (e.g., Outlook mail, Xbox, Minecraft, Store purchases), contact the specific product’s support to see if alternative options exist for those services, but this will not restore control of the Microsoft account itself.

6. Protect other accounts and data

• Assume any other accounts using the same password or email may be at risk; change their passwords and enable multi-factor authentication where possible.
• Inform important contacts (from another email or channel) that the Outlook address was compromised and to ignore suspicious messages.

There is no separate “aggressive delete” path: deletion or recovery is only possible after successful sign-in or successful completion of the automated recovery process.

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References:

• How to recover a hacked or compromised Microsoft account
• My username and password have stopped working
• How to help keep your Microsoft account secure
• Help with the Microsoft account recovery form
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