My Microsoft account has been hacked and I lost access to it.

Question

My account was recently compromised and the email and password associated with it have both been changed. Due to this, I've lost access to it entirely. I've followed every support line available, multiple times, to no avail. The account recovery forum keeps saying it found my account but that it can't do anything about it.

Answer 1

I wish I had better news, but when a Microsoft account is hacked, if the hackers change the associated Email, then that account is usually no longer recoverable, this forum is just a user to user account and no-one here has any account access, try using the process they provide on this link to recover a hacked account, if this process is not successful, sadly, that account cannot be recovered.

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

Answer 2

When a Microsoft account is hacked and the attacker has changed both the password and the security info (email/phone), recovery is only possible through the official automated recovery and hacked-account tools. If those tools cannot verify ownership, the account becomes unrecoverable.

Follow these steps end to end:

1. Use the hacked/compromised account guide
   • Go through the official hacked-account flow: How to recover a hacked or compromised Microsoft account.
   • This includes:
     • Scanning all PCs/phones used with the account for malware and cleaning them.
     • Then changing or resetting the password if sign-in is still possible.
     • Checking mailbox settings (connected accounts, forwarding, automatic replies) if access is regained.
2. Use the Sign-in Helper / recovery form correctly
   • Start with the Sign-in Helper: Open the Sign-in Helper for support options or hacked account issues.
   • If prompted to use the recovery form, complete it at least once more from:
     • A device and location commonly used with the account.
     • A clean browser session (InPrivate/Incognito) and a different network if possible.
   • On the form, provide as much accurate detail as possible (old passwords, subject lines of emails, contacts, billing details, etc.), as described in the Q&A guidance in the context.
3. Understand the limitation when recovery fails
   • As stated in the referenced Q&A answers, if:
     • The attacker has replaced the security info, and
     • The account recovery form and Sign-in Helper cannot verify ownership,
     • Then there is no other working method to recover a personal Microsoft account. Human support agents cannot override the automated decision for consumer accounts.
   • This is confirmed in multiple moderator responses: if the recovery form repeatedly fails, the account is considered unrecoverable.
4. If the username/password simply stopped working (not confirmed hacked)
   • If there is any chance the issue is not a takeover but a sign-in problem, use the “My username and password have stopped working” flow:
     • Go to Recover your account as described in “My username and password have stopped working”.
     • Follow the steps to receive a security code and set a new password.
   • If the message “We couldn’t find an account with that username” appears consistently, use the Sign-in Helper and, if still blocked, contact support from that article.
5. Next steps if the account is unrecoverable
   • Create a new Microsoft account and secure it with:
     • A strong, unique password.
     • Up-to-date security info (alternate email, phone number).
     • Antivirus protection on all devices.
   • Inform contacts (from another email or channel) that the old account is compromised and should not be trusted.

There is no escalation path beyond the official hacked-account guide, Sign-in Helper, and recovery form for a personal Microsoft account. If those tools cannot restore access, the account cannot be recovered.

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References:

• How to recover a hacked or compromised Microsoft account
• I can't sign in to my Microsoft account
• My username and password have stopped working
• Hello , welcome to Account help & learning
• my microsoft account has been compromised - Microsoft Q&A
• Need help with hacked microsoft account - Microsoft Q&A
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
• My account got hacked - Microsoft Q&A
• How do I send an email to Microsoft about my account being hacked and taken over by <removed> ? - Microsoft Q&A