Its been 5 days and i am still waiting for a response from Microsoft despite being promised it would be resolved in 3-5 business days

Question

After my account was hijacked i spent days trying to get through multiple steps of Microsoft support, trying different ways to get my account back, such as through Xbox or contacting someone directly through the get help option on the computer, yet my issue remains unresolved, hoping someone can answer why I still haven't heard anything back

Answer 1

For hijacked or blocked Microsoft/Outlook accounts, responses and resolutions are handled only through the automated recovery and security tools; support agents cannot directly unlock accounts, change security info, or reset passwords, even if contacted via Get Help, Xbox, or other channels.

Based on the documented process, the following points apply:

1. If the Microsoft account recovery form was submitted:
   • A result is sent to the alternate “working email” entered on the form within about 24 hours.
   • If the result says the account could not be verified, the form can be retried (up to two times per day) with as much accurate information as possible.
   • If the result says the account was verified, instructions to sign back in are sent to that same working email.
   • If no result email is seen, all folders (inbox, junk, spam) of the working email should be checked, and the form can be resubmitted after the daily limit resets.
2. If the account is blocked or sign-in attempts are rate-limited:
   • Too many attempts or unusual activity can trigger temporary blocks.
   • The guidance is to stop repeated attempts, wait at least 24 hours (up to a week if needed), then try again from a familiar device/network and, if possible, a different verification method (for example, alternate email instead of SMS).
3. When security info has been changed by an attacker and the recovery form keeps failing:
   • Recovery is fully automated for security reasons.
   • If the account recovery form cannot verify ownership after multiple accurate attempts, the account is considered unrecoverable, and support (including escalations) cannot override this.
4. Recommended next steps in this situation:
   • Use the official “How to recover a hacked or compromised Microsoft account” troubleshooter, which starts with the sign-in helper and then routes to the appropriate self-help or an agent where available:
     • How to recover a hacked or compromised Microsoft account
   • If locked out or not receiving verification codes, run through the sign-in helper and verification-code troubleshooting, and then wait out any lockout period before trying again:
     • Troubleshoot Microsoft verification code issues
   • If the recovery form has already been tried and failed multiple times with correct information, there is no additional manual escalation path documented beyond these tools.

In summary, delays beyond the quoted 3–5 business days typically mean the automated recovery checks have not verified ownership yet, or the account is in a temporary block/lockout state. The only supported actions are to:

• Reuse the sign-in helper and hacked-account guide.
• Resubmit the recovery form (within the allowed limits) with as much accurate historical data as possible.
• Wait out any rate limits or temporary blocks before trying again.

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References:

• Unblock my Outlook.com account
• Help with the Microsoft account recovery form
• Troubleshoot Microsoft verification code issues
• How to recover a hacked or compromised Microsoft account
• my microsoft account has been compromised - Microsoft Q&A
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A
• My account got hacked - Microsoft Q&A
• Need help with hacked microsoft account - Microsoft Q&A