help getting back to my email ******@msn.com

Question

My ******@msn.com account appears to be locked or partially compromised. I can still view email on one computer, but my password is rejected elsewhere. I tried changing the password but now it does not accept old or new passwords. I cannot add a recovery email or phone number. I chatted last week with support, and I filled out recovery form but I did not receive an email. When I logged in, I saw everything is chinese or japanese, and Microsoft security emails showing password and security info changes. I need help escalating this to recover full access and secure the account.

Answer 1

Hey there! Nice to meet you!

I'm sorry you are experiencing this.

Since the security info has been replaced by the hacker, I'm afraid there is no other working method to recover the Microsoft account, and Microsoft Support cannot help either.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

The account shows clear signs of compromise (language changed, security emails about password/security info changes, password no longer working, recovery form already attempted). The only supported options are the automated recovery tools and the official hacked-account guidance.

Follow these steps in order:

1. Secure devices before further sign-in attempts
   • Run a full antivirus/malware scan on every device used to access the account (PCs, phones, tablets). If using Windows 8.1 or Windows 10/11, turn on and run Windows Defender:
     1. Select Start.
     2. Search for Windows Defender and open it.
     3. Follow the prompts and run a full scan.
   • Ensure antivirus stays updated and scheduled to scan regularly.
2. Use the hacked/compromised account troubleshooter
   • Use the official guide for compromised Microsoft accounts: it starts with a sign-in helper that asks for the email or phone and then routes to the appropriate self-help or an agent where applicable.
   • This is the only supported path to recover a hacked Outlook.com / MSN account.
3. Change or reset the password (if still signed in anywhere)
   • On the one computer where mail is still visible, if it still allows account management:
     • Go to the account security page and change the password immediately using the guidance in the hacked-account article.
   • If sign-in fails everywhere, use the password reset flow:
     • Go to Recover your account and follow the steps to reset the password, using any available verification method.
4. Use the Microsoft account recovery form correctly
   • If normal reset fails and the hacker changed security info, use the account recovery form:
     • Go to the recovery form (ACSR) and provide as much accurate information as possible: old passwords, subject lines of recent emails, contacts, and any other details requested.
   • Use a device and network that are normally used for this account to improve the match.
   • If there was a temporary lockout or too many attempts, wait until the lockout period fully expires before submitting another form.
   • If no email was received after submitting, check junk/spam folders of the contact email provided.
5. Handle security info changes and aliases (if access is regained)
   • After regaining access:
     • Check for “security info change pending” messages. If shown, follow the built-in options on that screen (such as Let us know if the change was unauthorized).
     • Remove any unknown email aliases or sign-in names from Manage how you sign in.
     • Add trusted security info (phone, alternate email, authenticator) so future codes do not go to an attacker.
6. Check and clean up account settings
   • Once back in the account, follow the hacked-account guidance to review:
     • Connected accounts
     • Forwarding rules
     • Automatic replies
   • Remove any rules, forwarding, or replies that were not set up personally.
7. Inform contacts and manage damage externally
   • From another email account or other channels, warn contacts that the MSN/Outlook.com account was compromised and they should ignore suspicious messages, links, or attachments from it.
8. When escalation is not possible
   • For personal Microsoft accounts, escalation beyond the automated systems is very limited. If the recovery form and hacked-account guide do not restore access and the attacker has fully replaced security info, there is no alternative manual override; support cannot bypass these protections.

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References:

• How to recover a hacked or compromised Microsoft account
• Help with the Microsoft account recovery form
• My username and password have stopped working
• 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
• My account got hacked. - Microsoft Q&A
• my microsoft account has been compromised - Microsoft Q&A
• My account got hacked - Microsoft Q&A