hacked email

Question

Hi,

My personal email got hacked and i cannot retrieve it. The additional authenticator to my phone is not working, microsoft gives me an error that this method is not working at the moment and to try different method.

I did the form many many times yet no response.

I called the hotline and the IVR is not connecting me to a human agent and i cannot reach a live chat.

I really need this email, it is linked to my whole life!!

What can i do?

Answer 1

Hey there! Nice to meet you!

Kindly try to recover your hacked account through the official Microsoft troubleshooter guide:

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

You mentioned that you didn't receive the results from the account recovery web form. Please try submitting another request via Incognito/InPrivate window and using different devices and network services. Then please check your email inbox, junk, and spam folders.

If this is a case where your username or password has stopped working, please recover your account at this link: https://support.microsoft.com/account-billing/my-username-and-password-have-stopped-working-802abb61-19db-4e88-a5ff-fc83c97d1a9d

Since you mentioned that your verification methods are still linked to your account, and based on the error message you provided, your account may have been blocked due to the system detecting unusual activity.

Kindly perform these steps to fix the verification method error:

1. Perform a password reset via Incognito/InPrivate window using different devices and network services.
2. If it doesn't work, wait exactly 24 hours to reset the password.
3. If the issue persists, kindly wait exactly 48 hours to perform another password reset. The idea is to wait for the account lock to expire first before you reset the password, as stated in this article: https://support.microsoft.com/account-billing/troubleshooting-verification-code-issues-409090c4-92b5-42b9-8ae6-bcc97e62fc48#:~:text=If%20you%20received%20a%20Microsoft%20verification%20code%20that%20you%20did#:~:text=If%20you%20received%20a%20Microsoft%20verification%20code%20that%20you%20did

Important: Please make sure not to attempt to sign in or reset the password within that timeframe (24 hours or 48 hours), as this may reset the lock cooldown.

Lastly, if the security info has been replaced by the hacker, I'm afraid there is no other working method to recover the Microsoft account, and Microsoft Support cannot help either.

Thank you for your understanding.

Best regards,

Darhyl

Answer 2

For a hacked personal Microsoft/Outlook.com account where sign-in methods and recovery are failing, only the official automated recovery paths can be used; support agents cannot override them or manually verify identity.

Follow these steps in order:

1. Use the official hacked-account recovery flow

• Start with the hacked/compromised account guide: it routes through the sign-in helper, which chooses the right recovery options based on the account status and available info.
• The sign-in helper will ask for the email/phone and then either show self-help steps or offer a way to contact an agent if that is supported for the scenario.
• Use this entry point each time rather than random reset pages so the system can detect the compromised state correctly.

2. When verification methods fail or codes do not work

• If Microsoft shows that a verification method “is not working at the moment” or codes do not arrive, choose a different verification method if any are still available (alternate email, SMS, etc.).
• If no other method works and codes cannot be received, the guidance is to wait until access to the listed phone/email is possible or use another method; support agents are not allowed to send verification codes or change account details on consumer accounts.

3. Use the account recovery form correctly

• If normal reset flows fail, use the Microsoft account recovery form.
• Before submitting again, review the official guidance on how to complete the form and ensure:
  • A working contact email (different from the hacked one) is provided.
  • As much accurate historical information as possible is entered (old passwords, contacts, subject lines, etc.).
• After submission, Microsoft reviews the request and responds to the contact email, typically within 24 hours.
• If the form result is “not granted,” the documented position is that there is no other method to recover the account; the process is fully automated and support cannot override it.

4. If the account is fully taken over (security info replaced)

• When a hacker has changed the security info (phone, alternate email, authenticator) and those are no longer accessible, recovery depends entirely on the automated checks in the recovery form.
• If repeated, carefully completed recovery attempts continue to fail, the account is treated as unrecoverable.

5. Contacting support

• For technical issues with the recovery tools themselves (errors, pages not loading), use the generic Microsoft Support contact path and select account/security categories. However, even through chat or phone, agents cannot:
  • Send password reset links.
  • Bypass two-step verification.
  • Access or change security info on the account.

6. If recovery ultimately fails

• If the recovery form and hacked-account flow do not restore access, the documented guidance is to create a new Microsoft account and update linked services and contacts from outside that account.

---

References:

• How to recover a hacked or compromised Microsoft account
• Troubleshoot Microsoft verification code issues
• Help with the Microsoft account recovery form
• My account got hacked. - 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
• Need help with hacked microsoft account - Microsoft Q&A