Trying to regain access to my stolen account, but its getting deleted and I can't get the code to stop its deletion

Question

I've lost access to my account yesterday, I managed to reset the password using the account recovery form, but the big problem is, the scammer changed my email and I cannot get the code to stop the deletion of my account, the account is linked to the PC I'm using and my minecraft account.

I've already proved that I owned the account by providing names of accounts, credentials and passwords used.

I didn't have a 2FA set-up, any help would be appreciated from Microsoft.

Answer 1

Hello Viktor Bojčuk,

Welcome to Microsoft Q&A forum.

It's unfortunate to hear that your account has been hacked and the hacker has started the process of deleting the account.

It's good to hear that at least you have been able to reset the password. However, as you've described, the hacker might have set up 2FA on your account.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. In this case, you can try to recover your account using aka.ms/recovermyaccount or contact Microsoft Support.

• Type Live chat in the search box. 
• Now click Get help, and Select Contact Support or Sign in to contact support below. 
• Go to the Products and services tab, and choose Other products
• On the Category tab, choose Billing and Account Profile questions 
• Go to Confirm. 
• You can now choose the option of Chat with a support agent on your web browser. 

Thank you for your understanding.

Answer 2

To stop deletion and regain access, only the documented self‑service recovery flows can be used; support cannot override them or send codes manually.

Follow these steps in order:

1. Recover the hacked/compromised account
   1. From a clean, malware‑free PC, follow the steps in How to recover a hacked or compromised Microsoft account:
      • Run an antivirus scan first to ensure the device is clean.
      • Then try to change your password if you can still sign in at all.
      • If you cannot sign in, use the password reset flow: reset your password.
   2. After regaining sign‑in access, immediately review account settings (connected accounts, forwarding, automatic replies) as described in the same article to remove any attacker changes.
2. Handle lost access to security info / codes Because the attacker changed the email used for verification, the only supported options are:
   • If you still know the password and have at least one working security method:
     1. Sign in to the Advanced security options page: Sign in.
     2. Select Add a new way to sign in or verify and add a new email/phone.
     3. Confirm it with the code sent to that new method.
     4. Expand the attacker‑added security info and select Remove.
   • If you know the password but have lost access to all security info:
     1. Start sign‑in: Sign in.
     2. At Verify your identity, choose I don't have any of these.
     3. Follow the prompts to replace security info.
     4. After replacement, there is a mandatory 30‑day wait before full sign‑in is allowed. During this period, the previous security info (controlled by the attacker) is blocked from being used to manage the account.
   • If you no longer know the password and have no security info:
     1. First try to regain access to any old security info if possible (recommended in the docs).
     2. If that is not possible, read Help with the Microsoft account recovery form and then submit the recovery form:
        • Guidance: Help with the Microsoft account recovery form
        • Recovery form: Account recovery form
     3. Complete the form from a device and location previously used with the account, and provide as much accurate detail as possible (old passwords, services used, etc.).
3. If the account shows as non‑existent or the form is denied
   • If the recovery form or sign‑in flow says the account does not exist, follow My username and password have stopped working from the recovery‑form article.
   • If the automated recovery request is not granted, the documentation states that the account cannot be recovered; support agents cannot bypass this or send codes.
4. About stopping deletion specifically
   • When an attacker schedules account closure or deletion and also controls the security info, the only way to cancel that is by successfully regaining control via the flows above.
   • If the attacker has fully replaced the security info and the recovery form is unsuccessful, there is no additional supported method to stop deletion or to restore the account.

Given the scenario described (hacked account, email changed, no 2FA, cannot receive the code), the next concrete actions are:

1. Use the hacked‑account guide end‑to‑end: How to recover a hacked or compromised Microsoft account.
2. If sign‑in is possible but codes go to the attacker, follow I've lost access to my Microsoft account security info to replace security info.
3. If sign‑in is not possible and codes cannot be received, use the account recovery form as documented. If that fails, the account (and linked services such as Minecraft and Store purchases) cannot be recovered through Microsoft support.

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References:

• How to recover a hacked or compromised Microsoft account
• Troubleshoot Microsoft verification code issues
• Help with the Microsoft account recovery form
• I can't sign in to my Microsoft 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
• Me robaron una cuenta - Microsoft Q&A