Account Hacked

Question

Hello, my account which is [PII: Removed]@gmail.com hes been hacked and chenged passord by someone I dont know. I cant access it because my phone number has been deleted from the account I need help to recover it.,

Answer 1

This is a user-to-user community. As moderators, I have limited access to internal development details. My role is to direct users to the appropriate support channels and resources. While I cannot provide backend analysis, I will do my best to assist you within my responsibilities. 

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.

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Dear Bartu Kulaksız, 

Thank you for reaching out to the Microsoft Q&A forum. I understand you’re having trouble accessing your account after someone changed the password and removed your phone number. I’m happy to assist you. Please confirm: are you trying to recover a Microsoft account used to sign in to Outlook.com, or is your Google (Gmail) account itself hacked?

• If this is your Microsoft account (used for Outlook.com) 
  • Use the account recovery form. Go to https://account.live.com/acsr and enter your Microsoft account (the email you use to sign in), an email you can access now, and as many details as you can (recent subjects you emailed, folder names, old passwords, Xbox/Store purchases if applicable, etc.). 
  • Tip: The more accurate info you provide, the better the chances of recovery. 
• If recovery fails: 
  • Try the ACSR form again with additional details (old passwords, exact folder names, contacts you email frequently, invoice IDs if any). Small details help the system verify ownership. After that, please contact Support directly so that a live agent could help you:  
  • Visit Contact - Microsoft Support   
  • Type a brief description of your issue in the search box  
  • Scroll down to the bottom > select Sign in to contact support  
  • Log in to another available personal Microsoft account.   
  • Under Products & Services, select "Other Products"; Under Categories, select "Manage account security", and click Confirm.  
  • Click "Chat with a support agent in your web browser" (during business hours) 
• If this is actually your Google account 

Since @gmail.com addresses are managed by Google, please use Google’s recovery and follow their compromised-account steps. 

Please tell me how it goes. Have a lovely day!

Answer 2

To recover a hacked Outlook.com/Microsoft account when the password and security info were changed, only the official self-service recovery tools can be used.

1. Use the Sign-in Helper for hacked accounts
   • Go to the Sign-in Helper: Sign-in Helper.
   • Enter the email address of the hacked account.
   • Follow the guided steps. The tool will either:
     • Show self-help options (reset password, verify identity), or
     • Offer an option to contact support, depending on the situation.
2. Try standard account recovery if the password no longer works
   • If the username and password have stopped working, use the recovery flow:
     • Go to Recover your account: Recover your account.
     • Enter the email address, phone number, or Skype name used to sign in.
     • Choose where to receive a security code (alternate email/phone if still available).
     • Enter the code, then set a new password.
   • If the system says it cannot find the account or the username, check:
     • The domain (for example, .com vs .co.uk).
     • Spelling of the email name.
     • Any other alias or phone number that might be on the account.
   • If it still fails with “We couldn't find an account with that username,” use the Contact support option: Contact support.
3. If the account is blocked due to unusual activity
   • If Outlook.com shows that the account is temporarily blocked, use the unblock flow:
     • Start from the Sign-in Helper: Sign-in Helper.
     • Follow the prompts to verify identity and unblock the account.
   • If unblocking fails even after entering the code or changing the password, use the guidance at When you can't sign in to your Microsoft account (linked from the unblock article) for password reset help and a path to contact support.
4. If recovery fails because security info was changed
   • When a hacker has removed the phone number and other security info, and the recovery form or Sign-in Helper cannot verify ownership, there is no alternative manual override for consumer Microsoft accounts.
   • In that case, continue using the Sign-in Helper and recovery form as the only supported methods. If those tools ultimately reject the request, the account cannot be restored.
5. After regaining access
   • Immediately change the password to a strong, unique one.
   • Review and remove any unfamiliar security info, devices, or forwarding rules.
   • Enable two-step verification and add multiple recovery options (alternate email, phone, authenticator app).

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References:

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