Unable to recover my account

Question

I was hacked, and I believe the hackers accessed my Microsoft account and somehow locked the account. Microsoft is now saying that my email address is not linked to a Microsoft account and does not exist. What information do the hackers have and should I cut my losses and start a new account and repay for my subscriptions

Answer 1

Hi,

I'm sorry to hear that you're experiencing this issue. I'm happy to help.

Please note that here in the Microsoft Q&A forum, we are fellow users and do not have account access.

If your account has been hacked, please use the sign-in helper tool in the link below to guide you to the appropriate solutions. The link provides comprehensive steps to help you recover a hacked account and also gives you the option to chat with Microsoft Support as a last resort.

https://go.microsoft.com/fwlink/?linkid=2196140

---

Also, please fill out the account recovery form: https://account.live.com/acsr

Microsoft takes account security seriously, so the recovery process is fully automated to prevent unauthorized access. Complete the form using a device and location you’ve used before and provide an accessible email address.

Microsoft usually reviews requests within 24 hours. If approved, you’ll receive instructions to recover your account.

You can submit the form up to twice within a 24-hour period and add any new details you remember.

---

If none of the steps work, I’m sorry to say that since the username has already been changed to a different one, it means the account has been taken over by the hacker. There is no way to recover it, and it is now unfortunately lost.

Answer 2

If Microsoft now reports that the email address is “not linked to a Microsoft account” or “does not exist,” this typically means one of the following has happened:

1. The account was closed or removed from Microsoft’s systems.
2. The primary alias (email) on the account was changed to a different address, and the original alias was removed.

In both cases, the result is that the original email can no longer be used to sign in or to run the normal recovery flow.

What information the attackers likely had From the behavior described (account taken over and then effectively disappearing), the attackers almost certainly had at least:

• The account password at the time of compromise.
• Access to whatever second-factor or recovery method was active at that time (for example, a compromised device, email, or phone), or they were able to change the security info once inside.

Once signed in, they could have viewed or copied data stored in services tied to that Microsoft account (for example, Outlook.com mail, OneDrive files, purchase history) before locking it. The exact data depends on what was stored in that account.

What can still be done

1. Use the official hacked-account and sign‑in helper flow
   • Start from the hacked/compromised account guidance and the sign‑in helper:
     • How to recover a hacked or compromised Microsoft account
     • Open the Sign-in Helper for support options or hacked account issues
   • The helper will ask for the email or phone and either present self‑help options or a path to support.
2. If the account truly no longer exists
   • If the sign‑in helper and the recovery form both indicate that the account does not exist and never give an option to continue recovery, the context indicates there is no alternate manual method for consumer Microsoft accounts. Support agents cannot bypass the automated recovery systems or restore an account that the system no longer recognizes.
3. Protect other accounts and devices
   • Run a full malware/antivirus scan on all PCs and devices used with that account before using them for any new or existing accounts.
   • Change passwords on any other services that used the same or similar password.
   • Review bank/credit card statements and any other services that might have been linked to that Microsoft account.

Whether to “cut losses” and start a new account If the automated recovery/sign‑in helper confirms there is no recoverable Microsoft account behind that email, the only supported path is to:

• Create a new Microsoft account with a secure, unique password.
• Enable strong security (multi-factor authentication, up-to-date recovery info).
• Re‑purchase subscriptions and content that were tied only to the lost account, because subscriptions and purchases cannot be moved from one consumer Microsoft account to another.

Before doing so, it is still worth one careful attempt through the official hacked-account/sign‑in helper flow to confirm there is absolutely no recovery option.

---

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
• 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
• I need to speak with a real person and it seems impossible. - Microsoft Q&A
• Hacker set up continuous draft ransomware email - Microsoft Q&A