Does support really take their time on my case cause they keep denying it instantly

Question

I've been trying to get my microsoft account back from a hacker and I tried my best filling up the account recovery form to the best I can. They state that "My guesses won't go against me" and I recently found out that the card that was used to purchase a product under the account was expired and there was no option for that year. It didn't take a minute for support to immediately say I don't have sufficient proof and straight up denied. Microsoft support needs to actually read their support carefully and stop denying it instantly, not bothering to read my entire account form because you know that's $40 I'm never getting back and microsoft support refuses to cooperate with me

Answer 1

Microsoft account recovery is an automated process, there is no staff reviewing your submitted form, 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

Account recovery decisions for Microsoft consumer accounts are fully automated and based only on the data entered in the recovery form and what the system can match against the account. Support agents and moderators cannot override or “manually” approve a request, even if the situation is clear to the account owner or money was spent on the account.

Key points based on how the system works:

1. Why the request is denied so quickly

• The evaluation is done by automated systems, not by a person reading the form line by line.
• As soon as the system compares the information provided with what is on record and finds it insufficient or inconsistent, it returns a denial. This can happen in under a minute and does not mean a human ignored the details.

2. What happens after submitting the recovery form

• After submitting the Microsoft account recovery form, the result is sent to the working email address provided, typically within 24 hours.
• Outcomes:
  • If the account cannot be verified: the message will say the information was not sufficient. In that case, the form can be tried again, up to two times per day, with improved details.
  • If the account is verified: instructions to sign back in are sent to the same working email.

3. Limits and what support can/cannot do

• For security reasons, support agents and advocates are not allowed to:
  • Send password reset links on request.
  • Access or change account details.
  • Bypass or override the automated recovery decision.
• If the recovery form repeatedly fails and the security info has been changed by a hacker, there is no alternate manual path to restore the account.

4. How to improve the chances on the next attempts When retrying the recovery form (up to two times per day):

• Use a device and location commonly used to sign in to that account.
• Provide as many accurate details as possible, such as:
  • Old passwords.
  • Subject lines of emails sent.
  • Contacts frequently emailed.
  • Exact names of Microsoft services used.
• If payment card details have changed or expired, focus on other verifiable information (old passwords, contacts, subject lines) rather than the card year that no longer exists as an option.

5. If recovery keeps failing

• If the recovery request is not granted, it is possible to keep trying within the two-times-per-day limit.
• If the form continues to fail and the system cannot verify ownership, the account may be effectively unrecoverable, even if purchases were made on it.

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References:

• Help with the Microsoft account recovery form
• Account recovery unsuccessful
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
• my microsoft account has been compromised - 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