My account is stolen

Question

My account was stolen yesterday due to I think a trojan virus and I can't recover it because they changed the email for the account. I know the old email and password for it but I dont know the new email they changed it to. I tried to reach support but it was in vain bcz they did absolutely nothing. I also have the hackers IP and where he connected from if that helps. I would be happy if someone knows a solution for this.

Answer 1

I wish I had better news, but when a Microsoft account is hacked, if the hackers change the associated Email, then that account is usually no longer recoverable, this forum is just a user to user account and no-one here has any account access, try using the process they provide on this link to recover a hacked account, if this process is not successful, sadly, that account cannot be recovered.

https://support.microsoft.com/en-us/account-billing/how-to-recover-a-hacked-or-compromised-microsoft-account-24ca907d-bcdf-a44b-4656-47f0cd89c245

Answer 2

Follow these steps to handle a stolen Microsoft account where the email and security info were changed:

1. Clean the device first (trojan suspicion)
   Before doing anything with passwords, run a full antivirus/malware scan on the PC:
   • On Windows 10/11 or 8.1, use Windows Defender:
     1. Select Start.
     2. Type Windows Defender in Search, or select Windows Defender.
     3. Turn on protection and run a full scan. Ensure the device is clean and set the antivirus to update and scan regularly.
2. Use the official hacked-account recovery flow
   Recovery is only possible through Microsoft’s official process:
   • Go to the hacked/compromised account guide: How to recover a hacked or compromised Microsoft account.
   • Use the sign-in helper tool there; it will ask for the email/phone/Skype name and guide through self-help or offer contact with an agent.
3. Submit the account recovery form (ACSR)
   If normal sign-in or reset fails:
   • Use the Recover your account / account recovery form and enter the original email that was stolen (the one remembered), plus an alternate email where Microsoft can contact.
   • Provide as much accurate information as possible: old passwords, approximate creation date, services used (Outlook, Xbox, Store, Minecraft, etc.), and other details requested.
   • Submit from a device, browser, and location that were regularly used with the account.
   • If the form is declined, it can be resubmitted (for example, from an InPrivate/Incognito window, different device/network) with improved details.
4. If the account no longer exists or recovery keeps failing
   From the provided guidance and Q&A examples:
   • If the recovery form reports that the account does not exist or the recovery request is not granted, and the hacker has replaced the security info (email/phone, app), there is no other supported method to regain access.
   • Microsoft Support cannot override or bypass the automated recovery system.
5. Change passwords and check other accounts
   Since a trojan and stolen account are involved:
   • Change passwords for other important accounts (email, banking, social, gaming) from a clean device.
   • Enable two-step verification where available.
6. If the account is tied to services like Minecraft/Xbox
   If access to a Microsoft account used for Minecraft or Xbox is lost and cannot be recovered, contact the relevant game/service support (for example, Minecraft Support) to ask about possible alternatives for game access. Recovery is not guaranteed.

Note: Having the hacker’s IP or location does not help with account recovery in Microsoft’s standard process; the system relies on the recovery form and security info, not on IP evidence.

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References:

• How to recover a hacked or compromised Microsoft account
• My username and password have stopped working
• 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 account got hacked - Microsoft Q&A
• Need help with hacked microsoft account - 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
• my microsoft account has been compromised - Microsoft Q&A