My account got hacked

Question

my account linked to the email [Moderator note: Removed PII]@gmail.com got hacked, and they changed the password. When i try to access to the account it says that a code will be sent to an email that isnt mine. So i can't recover it anymore. Please help

Answer 1

Hi Francesco De Benedictis

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.

Thank you for explaining the situation. From what you described, I understand that the Microsoft account linked to your Gmail address had its password changed, and when you try to recover it now, the verification code is being sent to an email address you don’t recognize. I know how concerning it is.

I can see the Q&A Assist reply already shared the official Microsoft account recovery steps. Have you already tried those steps? If yes, what happened?

In the meantime, here's what you can do next:

1, Complete the account recovery form as accurately as possible

Even if you already tried, Microsoft allows retrying recovery and provides guidance to increase success:

• Go to: https://account.live.com/acsr
• Enter the email you want to ecover and an alternate email where Microsoft can contact you.
• Provide as many accurate details as possible, such as old passwords, frequent contacts/subject lines and submit from a familiar device/location.
• Wait 24–72 hours for a response. You may refine and resubmit up to twice per day.   
• Please refer to this official guide to help you fill out the form more accurately: Help with the Microsoft account recovery form - Microsoft Support

2, Contact Support Team directly

If the recovery form doesn’t work or get rejected, please reach out directly to Support team:

• Go to Contact - Microsoft Support
• Search for "Account Recovery" in the search box.
• Click "Get Help", then scroll to the bottom and select "Contact Support”.
• When prompted to select Products & Services, select "Other Products"; Under Category, select "Manage account security".
• Look for and select "Chat with a support agent in your web browser" (during business hours) or a similar callback option (if available). Explain your situation clearly.

Please feel free to let me know how it goes. I truly appreciate your time and understanding.

Answer 2

Follow these steps to try to recover and secure the hacked Microsoft/Outlook.com account:

1. Use the official hacked-account recovery flow
   • Go to the Microsoft hacked/compromised account helper: Start.
   • Enter the email/phone/Skype name of the hacked Microsoft account.
   • The tool will guide through either self‑help options or offer a way to contact support for that hacked account scenario.
2. If sign-in fails or the password was changed
   • On the Microsoft sign-in page, select Forgot my password.
   • When asked why, choose I think someone else is using my Microsoft account.
   • Follow the instructions to recover the account, including receiving security codes at any available recovery options still under control.
3. If the account recovery form says the account or username cannot be found
   • Use the Recover your account flow: Recover your account.
   • Make sure the correct email address and domain are used (for example, outlook.com, hotmail.com, live.com, or regional variants like .co.uk). Small spelling differences in the name (for example, rachel vs rachael) will prevent recovery.
   • If the email is not recognized, try any other alias or phone number that might be associated with the account.
   • If it still fails with messages like “We couldn’t find an account with that username,” use the Sign-in Helper: Open the Sign-in Helper for support options or hacked account issues.
4. If the hacker replaced all security info and codes go only to their email
   • Complete the account recovery form (ACSR) as accurately as possible with:
     • Old passwords.
     • Approximate account creation date.
     • Devices and locations commonly used.
     • Purchase or subscription details tied to the account.
   • If the automated recovery system cannot verify ownership because all security info was replaced, there is no alternate manual method for consumer Microsoft accounts; support cannot bypass these protections.
5. If the username and password stopped working but the account is still recognized
   • Follow the steps in My username and password have stopped working:
     1. Start from Recover your account.
     2. Choose where to receive a security code, select Next.
     3. Enter the code, then set a new strong password.
6. After regaining access
   • Go to the Security basics page.
   • Select Review activity and mark any unfamiliar sign-ins as This wasn’t me or Secure your account.
   • Change the password again to a strong, unique one.
   • Turn on two-step verification and update all security info (alternate email, phone, authenticator app).

If none of the recovery options work and the automated systems cannot verify ownership, the account cannot be restored.

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References:

• How to recover a hacked or compromised Microsoft account
• Hello , welcome to Account help & learning
• What happens if there's an unusual sign-in to your account
• My username and password have stopped working
• Cannot Access Microsoft Account After Hacker Changed Email, Advice Needed - Microsoft Q&A
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
• hello my email was (Moderator note: PII removed)@icloud.com and now its (Moderator note: PII removed)@jerkoffmail.com can please someone help me and the team change it my username in xbox is (Moderator note: PII removed) please help me team and change it - Microsoft Q&A
• Entraron a mi cuenta de microsoft y cambiaron el gmail y contraseña - Microsoft Q&A