Microsoft sucks

Question

My boyfriends account was stolen his email and 2 step verification were removed mind you his password wasn’t an easy one to guess or whatever they did we have the persons exact address but Microsoft still won’t resolve it and he just spent money on a sever we are about to get the police involved

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

When a Microsoft account is stolen and the email, password, and two-step verification/security info have been changed, recovery is only possible through the official self-service recovery and hacked-account process. Support agents cannot override security or directly restore access.

Actionable steps:

1. Use the hacked/compromised account guide
   • Follow the official steps in How to recover a hacked or compromised Microsoft account. This is the only supported path to try to regain access when an attacker has changed credentials and security info.
   • If the recovery web form is used, submit it from a device and location commonly used with the account, and provide as much accurate information as possible (old passwords, billing info, subject lines, contacts, etc.).
2. If the recovery form fails
   • If the account recovery form is repeatedly declined and the attacker has replaced the security information, there is no other working method to recover the Microsoft account.
   • Microsoft Support cannot bypass security, change account details, or add/remove two-step verification on behalf of the account owner.
3. About recent purchases (e.g., server, subscriptions, Xbox charges)
   • For unauthorized charges on the Microsoft account (such as Xbox subscriptions or services), contact Microsoft Support via the “Get Help” flow and use options like “Call me back” or chat where available. In some cases, support can investigate and may credit fraudulent charges after confirming that payment methods have been secured (for example, removing PayPal or cards and changing passwords on related services).
4. Law enforcement involvement
   • If there is evidence of fraud, theft, or if an address or other identifying information about the attacker is known, involving local law enforcement is appropriate. Law enforcement can work with Microsoft through official channels if needed; consumer support cannot act on physical-world evidence like an address.
5. Strengthen remaining accounts
   • For all other email, banking, and gaming accounts, immediately:
     • Change passwords to strong, unique ones.
     • Turn on two-step verification where available.
     • Avoid reusing passwords across services.

If repeated attempts with the official hacked-account recovery process fail and security info has been changed, the account is effectively unrecoverable, and only law enforcement and financial institutions (for charge disputes) can help further outside of Microsoft’s published process.

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References:

• Help with the Microsoft account recovery form
• My account got hacked - Microsoft Q&A
• my microsoft account has been compromised - Microsoft Q&A
• fraud charges on microsoft account - Microsoft Q&A