Live Account Hacked and 2SV Activated by Hacker

Question

My Live account has been hacked and hacker has changed account email address and enabled Two Step Verification, I have used the online Microsoft recovery steps several times with no reply from Microsoft. I just don't understand how Microsoft can allow my account, software purchases and subscriptions to be lost so easily with no support for recovery. I am now paying for software and subscriptions twice.

Answer 1

Absolutely the worst software company on the plant, I can see now how they bank their billions.

Answer 2

Same issue, they wont do crap! I had even a family group with young family members and bunches of stuff with my Minecraft game. But no, they wont even change the hackers email to my own! which is messed up!

Answer 3

Hey there! Nice to meet you!

I'm sorry you are experiencing this.

Since the security info has been replaced and the 2FA has been enabled by the hacker, I'm afraid there is no other working method to recover the Microsoft account, and Microsoft Support cannot help either.

In case you have an active subscription in your hacked account, please reach out to your bank immediately and request to freeze all charges from Microsoft in order to prevent unauthorized purchases and cancelling the subscription on its renewal in the process.

You may also need to have your card blocked and request a new one.

Thank you for your understanding.

Best regards,

Darhyl

Answer 4

When a Microsoft account is hacked and the attacker changes the sign‑in email and enables two-step verification, recovery is only possible through Microsoft’s automated self-service flows. If those fail, there is no supported manual override for consumer accounts, even if purchases and subscriptions are attached.

Follow these steps as they are the only supported options:

1. Use the official hacked/compromised account troubleshooter

• Start with the official guide for compromised accounts: use the Sign-in Helper tool linked there. It will ask for the email or phone and then direct to the correct self-help or to an agent if available.
• Reference: “How to recover a hacked or compromised Microsoft account”.

2. Submit the Microsoft Account Recovery form (ACSR) as completely as possible

• Go to the Microsoft account recovery form from the “Help with the Microsoft account recovery form” article.
• Use a device and location that were regularly used to sign in to the account.
• Provide an alternate working email (can be any active address) where Microsoft can contact about the request.
• Fill in as many accurate details as possible (old passwords, contacts, subject lines, etc.). Microsoft reviews and responds within about 24 hours.
• If a previous attempt failed, adjust and resubmit with more precise information; the form is fully automated and must be passed for recovery.

3. Understand the impact of two-step verification and changed security info

• If two-step verification was enabled and none of the verification methods are accessible, support agents are not allowed to reset the password or change account details.
• If security info (email/phone) has been replaced by the hacker and the recovery form cannot be passed, the account is considered unrecoverable and Microsoft Support cannot bypass this.

4. If recovery is not granted

• If the recovery request is repeatedly not granted, the account and its attached consumer services (including some purchases tied only to that identity) cannot be restored.
• For specific services (for example, Minecraft), contact that product’s own support as suggested in the referenced Q&A to see if they offer any independent options.

5. Prevent further damage and double payments

• If the old account cannot be recovered, cancel any payment methods or subscriptions that are still being billed through that compromised identity (for example, via the bank or card issuer) and re-establish subscriptions under a new, secured Microsoft account.
• For the new account, enable two-step verification and keep recovery info up to date to reduce the risk of a repeat compromise.

---

References:

• How to recover a hacked or compromised Microsoft account
• Help with the Microsoft account recovery form
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
• Need help with hacked microsoft account - Microsoft Q&A
• My account got hacked - Microsoft Q&A
• my microsoft account has been compromised - 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