Account was stolen and all info was changed

Question

I had gotten a virus a while back and my Microsoft info was changed overnight, before i was aware that i had gotten the virus, I've gone through multiple procedures trying to get it back, i have the hackers email and the email that is attached to the account but no way of getting back into it to get my info changed back, what can i do, I've reached out multiple times to customer service and got no answers and one of the link on an official Microsoft website sent me to a chatroom that seem to have been full of scammers and no real support.

Answer 1

Hello, I’m Virginia a fellow Windows user.

Please note we’re not Microsoft but fellow users like yourself & have no access to accounts.

I’d first scan your pc for malware using MalwareBytes & Defender, once all is clean then you can follow these instructions:

Try recovering your account here:

Hacked:

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

Or:

Can’t sign in:

https://support.microsoft.com/account-billing/you-can-t-sign-in-to-your-microsoft-account-475c9b5c-8c25-49f1-9c2d-c64b7072e735

You can try also https://support.microsoft.com/home/contact & type Account Recovery in the box, then choose the Contact Support tab above & select Windows, then recovery from the drop down menus.

If none of the above work then you’ll require the account recovery form:

https://account.live.com/acsr

Please note if you have 2/multi factor authentication active on your account then you cannot use the form to recover the account.

If you’re successful in changing the details then you may find that the account is limited for 30 days, this is a security feature & cannot be circumvented.

Please be aware that as the email address has been changed to that of the hacker &/or 2fa/mfa has been enabled then usually there’s nothing which can be done. You would need to create a new account & request that Microsoft transfer any purchases & subscriptions to the new account.

To request a transfer of purchases & subscriptions contact Microsoft here:

https://support.microsoft.com//help/4051701/

https://support.microsoft.com/contactUs

Answer 2

Because the account information (email, phone, and security details) has been changed by the hacker, only the official automated recovery process can be used. If that process fails, the account is considered unrecoverable.

Follow these steps:

1. Make sure all devices are clean
   • Run a full antivirus/malware scan on every device that was used to sign in to the Microsoft account.
   • On Windows 10/11, use Windows Defender by searching for Windows Defender from Start and following the on‑screen instructions.
   • Do this before attempting any further account recovery.
2. Use the hacked/compromised account recovery flow
   • Go to the official “How to recover a hacked or compromised Microsoft account” page and start the helper tool: Start.
   • The tool will ask for the email address or phone number and then guide through self‑help or offer a chance to talk to an agent.
3. Submit the account recovery form (ACSR) as completely as possible
   • When prompted, fill in every detail that can be remembered: old passwords, subject lines of emails, contacts, and other info tied to the account.
   • Submit from a device and location normally used with that account.
   • If no response or a denial is received, try again from a different browser session (for example, InPrivate/Incognito) and, if possible, a different device or network.
4. If recovery continues to fail
   • If the security info has been fully replaced by the hacker and the automated recovery form does not grant access, there is no other supported method to recover the account. Microsoft Support cannot override or bypass the automated system for consumer accounts.
   • In that case, create a new Microsoft account and secure it with a strong password and up‑to‑date security info.
5. Review and protect other services
   • If the stolen Microsoft account was used as a sign‑in or recovery email elsewhere (banks, social media, game services like Xbox or Minecraft), sign in to those services directly and update email, password, and security info.
   • Monitor payment methods for fraudulent charges and dispute any unauthorized transactions with the payment provider.
6. For unusual sign‑in alerts in the future
   • Regularly sign in to the Security basics page and use Review activity to check for unusual sign‑ins.
   • If suspicious activity is seen, mark it as not yours and immediately change the password.

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References:

• How to recover a hacked or compromised Microsoft account
• What happens if there's an unusual sign-in to your account
• Microsoft account has been locked
• 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