Account hacked

Question

My email has been hacked, and the account locked. I have regained access to my information. But the account remains locked and I cannot for the life of me get a response from Microsoft after 1.5 weeks.

Answer 1

Hello, thank you for reaching out to Microsoft Q&A.

If you tried to sign in and received a message that your account is locked, you can use the Microsoft Sign-In helper tool. This tool detects issues with your account and will explain the steps you need to take to resolve the problem.

Microsoft account sign-in helper

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If you are still having issues, you can use the account recovery form to recover your account:-

https://account.live.com/acsr

Remember to use a familiar device from which you've frequently accessed your Microsoft account, as well as a familiar location. Microsoft will review your responses and respond within 24 hours. If you are verified, instructions on how to log back into your account will be sent to you, and if you are not verified, you will need to submit the Account Recovery form again. You can do this up to 2 times every 24 hours.

Answer 2

Follow the official hacked-account recovery flow and, if needed, the locked-account flow; responses can take time and there is no separate escalation path for consumer accounts.

1. Use the hacked/compromised account troubleshooter

• Go to How to recover a hacked or compromised Microsoft account and select Start.
• Enter the locked Outlook.com/Microsoft account email or phone.
• Follow the guided steps (malware scan, password reset, and security checks). This tool will either provide self-help steps or offer a way to contact an agent.

2. Ensure the device is clean and password is changed

• Run a full antivirus scan on every device used to access the account, using Windows Defender or another up-to-date antivirus.
• After the scan, sign in (if possible) and change the password using the link in the article. Use a strong, unique password.

3. Check for and undo attacker changes (once access is available)

• After regaining access, review:
  • Connected accounts
  • Forwarding
  • Automatic replies
• Remove any rules, forwarding addresses, or replies that were added by the attacker.

4. If the account is still locked

• If the sign-in page does not show Next, the account is locked due to suspicious activity or a Terms of Use violation.
• In that case, use the aka.ms/ link shown in the lock message to submit the account reinstatement form.
• Submit the form once; a Microsoft Online Safety agent will review it and respond by email. Submitting multiple forms can slow the response.

5. If security info was changed by the attacker

• If security info was replaced and recovery options no longer work, use the account recovery form and provide as much accurate detail as possible.
• If the automated recovery and reinstatement processes fail, there is no alternate manual unlock path for personal Microsoft accounts beyond what is described in these articles.

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References:

• How to recover a hacked or compromised Microsoft account
• Microsoft account has been locked
• Hello , welcome to Account help & learning
• My account got hacked. - Microsoft Q&A
• Cannot Access Microsoft Account After Hacker Changed Email, Advice Needed - Microsoft Q&A
• My account got hacked - Microsoft Q&A
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
• How do I send an email to Microsoft about my account being hacked and taken over by <removed> ? - Microsoft Q&A