I believe my account has been hacked, but i dont have my previous number

Question

I got an email a few days ago that that email-address was experiencing weird behaviour, today i couldnt log into my email, on top of that a lot of applications where that email-address was used for accounts have also been logged out and the password changed. when i try to log into the address i get the phone number verification popup, but that number has been deactivated for several years and i forgot to change it. ive tried the account recovery form but thats been useless both times today. if i dont have that email i wont be able to reach my doctor or governmental information

Answer 1

Hi ,

I'm Dyari. Thanks for reaching out.

Just to clarify first, you won’t be able to sign in and change the phone number unless you successfully pass the verification process. In addition to the steps already provided, please check if you’re still signed in anywhere. If yes, go immediately to Security > Advanced security options and update your phone number.

Then, try any other verification methods you may have set up such as an authenticator app or backup email.

When using the recovery form, use a familiar device and network. Provide as much accurate detail as possible and avoid blank answers. If your request is rejected, wait a few hours and try again with more precise information.

Answer 2

Because the phone number on the account is no longer accessible and the account recovery form has already been tried, only Microsoft’s official self-service recovery and hacked-account process can be used. Support agents cannot bypass two-step verification or manually reset the account.

Follow these steps as precisely as possible:

1. Use the hacked/compromised account helper
   • Go to the hacked-account helper: Start.
   • Enter the affected email address and follow the guided steps. The tool will either provide self-help options or a path to contact an agent.
2. Use “I don’t have any of these” when asked for security info
   • When prompted for the old phone number or other security methods you can’t access, select I don't have any of these.
   • This should route to the account recovery process instead of requiring the old phone.
3. Complete the Microsoft account recovery form carefully
   • Before filling it out again, review the guidance: Help with the Microsoft account recovery form.
   • Use a device and location previously used to sign in (home PC, usual phone, etc.). This increases the chance the system recognizes the sign-in.
   • Provide a working alternate email (can be any account you can access). This is only used to contact about the recovery request.
   • Fill in as much accurate detail as possible (old passwords, approximate account creation date, contacts, typical email subjects, services linked to the account). Incomplete or vague answers often cause recovery to fail.
   • Submit and wait for the email response (usually within 24 hours). If denied, adjust answers with more precise information and resubmit; it can be submitted multiple times per day.
4. If two-step verification was enabled
   • If two-step verification is turned on and none of the verification methods (phone, alternate email, authenticator) are accessible, Microsoft support cannot override this or send a manual reset. In that case, only successful completion of the automated recovery process can restore access.
5. If the account was hacked and recovery keeps failing
   • For a hacked or compromised account, Microsoft’s official guidance is to use the hacked-account helper and recovery form as above. If the hacker has changed security info and the system will not accept recovery details, there is no alternative manual reset path.
   • If access is permanently lost, immediately update the email address on critical services (doctor, government portals, banks) to a new, secure email account so those services can still contact you.
6. For future protection (once access is regained or on a new account)
   • Keep security info (phone, alternate email) up to date.
   • Enable two-step verification and ensure at least two different verification methods are configured.

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References:

• How to recover a hacked or compromised Microsoft account
• Common problems with two-step verification for a work or school account
• Help with the Microsoft account recovery form
• Help with the Microsoft account recovery form – Step 3
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