Account Hacked & all personal info removed, so cant retrieve account!

Question

My son uses my account for some log in stuff & he requested a code from me.
I didn't realise at the time it was to reset my account security, so the account got hacked.
When I try to enter the email or phone number associated with accounts it says not recognised so I'm unsure how I can retrieve the account now as I can remember my user name.
I have tried the form so many times now, but I'm not sure it the right user name I using as the email address etc isn't recognised.
If I could just speak with someone on email I could prove everything correctly, but there is no way to contact anyone.
Please help?

Answer 1

Hey there! Nice to meet you!

Based on your description, the hacker was able to remove the account's primary email address/security info and replace it with the hacker's email address, which is why you received the error that your account is not recognized when signing in.

Since the security info has been replaced by the hacker, I'm afraid there is no other working method to recover the Microsoft account, and Microsoft Support cannot help either.

Thank you for your understanding.

Best regards,

Darhyl

Answer 2

Because the hacker removed the personal info and the username/email is no longer recognized, recovery is only possible through the official self‑service tools. Human support cannot manually verify identity or restore a consumer Microsoft account outside these flows.

Use these steps in order:

1. Confirm whether the account still exists

• If entering the usual email/phone shows messages like “We couldn't find an account with that username” or “account doesn't exist,” follow the guidance under “Steps to recover your Microsoft account”:
  • Use the Sign‑in Helper tool: https://go.microsoft.com/fwlink/?linkid=2214157
  • If the account truly no longer exists (for example, deleted or fully changed), it cannot be reopened if it has been deleted for more than two years.

2. Try account recovery when username/password stopped working

• If the username is accepted but the password no longer works, follow My username and password have stopped working:
  1. Go to Recover your account: https://account.live.com/password/reset
  2. Enter the email address, phone number, or Skype name that is believed to be the sign‑in name.
  3. Choose where to receive a security code and complete the verification.
  4. Set a new password.
• Tips from the article to improve success:
  • Make sure the correct domain is used (for example, outlook.com, hotmail.com, live.com, or regional variants like .co.uk).
  • Check for spelling variations of the name (for example, rachel vs rachael).
  • If one alias is not recognized, try any other email alias or phone number that might have been on the account.

3. If the account was hacked or security info changed

• For hacked/compromised accounts, use the official guide How to recover a hacked or compromised Microsoft account:
  • Start with the sign‑in helper: https://go.microsoft.com/fwlink/?linkid=2196140
  • Enter the email or phone number that was used before the hack. The tool will either show self‑help steps or offer a way to talk to an agent, depending on what is detected.
• If the hacker replaced all security info and the recovery form fails repeatedly, there is no alternative manual override; Microsoft Support cannot bypass the automated checks for consumer accounts.

4. If the username truly “doesn’t exist” now

• When the system says the username/account doesn’t exist, and the Sign‑in Helper tool and Recover your account page both fail, the guidance is:
  • Follow I can't sign in to my Microsoft account → Recover lost access to your Microsoft account:
    • If the username is not recognized anymore, see My username has stopped working.
    • If the error is “We couldn't find an account with that username” or “account doesn't exist,” again use the Sign‑in Helper tool.
  • If the account has been inactive for more than two years, it may have been deleted and cannot be reopened.

5. Improve chances when filling the recovery form

• When using the recovery form (ACSR) or sign‑in helper:
  • Submit from a device and location that were regularly used with the account.
  • Provide as many accurate details as possible (old passwords, approximate creation date, contacts, subject lines, etc.).
  • If a submission fails, adjust answers and try again later rather than repeating identical information.

If all of these official flows fail and the system continues to say the account/username does not exist or cannot be verified, there is no supported way to retrieve that Microsoft account.

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References:

• I can't sign in to my Microsoft account
• My username and password have stopped working
• How to recover a hacked or compromised Microsoft account