My account was hacked. I submitted the recovery form three times, but each time I was told the information I provided was not enough. I can no longer recover my account.

Question

Last month, I didn’t pay much attention to an email that said "your account information will be changed next month." Then on June 3rd, I received another email saying my account information had already been changed. Now it’s too late for me to do anything.

My Authenticator is still logged in, but it’s completely useless — I can’t do anything with it. I really have no other options. Every time I ask customer support, they just tell me to fill out a form and wait. Then after I fill it out, they reject it.

I’ve been dealing with this for three full days and still can’t solve it. I have an exam next week, and I really don’t have the energy to keep struggling with this anymore.

Can someone please help me? I can prove that I am the original owner of this account. But right now, both the customer support and the forms feel like they are completely AI-generated replies. I’m about to cry.

Or can you just help me directly delete my old account? I'm worried that all the passwords for my 60+ accounts have been leaked. I really need help.

Answer 1

Based on the provided information and the referenced guidance, the only supported path to recover a hacked personal Microsoft account is:

1. Use the official hacked/compromised account troubleshooter
   • Go to How to recover a hacked or compromised Microsoft account and start the Sign-in Helper tool. It will ask for the account’s email/phone and then guide through the appropriate self‑help or offer a way to talk to an agent.
   • Follow every step in that article carefully: change the password if still possible, review recent activity, and remove any unknown security info or aliases if access is regained.
2. Use the Microsoft account recovery form (ACSR) as many times as allowed
   • If already submitted the recovery form three times and it was rejected as “not enough information,” it is still possible to retry up to two times per day.
   • Before trying again, review the detailed guidance on Help with the Microsoft account recovery form. That article explains exactly what kind of information increases the chance of success (old passwords, devices, services used, billing info, etc.).
   • After submitting, the result is sent within 24 hours to the working email address specified on the form. If the result says the account could not be verified, the only supported option is to keep trying, up to the daily limit.
3. When the recovery form is unsuccessful
   • If the recovery form continues to fail and the hacker has already replaced the security info (email/phone) on the account, the referenced guidance states there is no other working method to recover that Microsoft account. Support agents are not allowed to override this, send password reset links, or change account details manually.
   • This remains true even if there is strong personal evidence of ownership or if Microsoft Authenticator is still signed in but cannot be used to pass the automated verification.
4. If security info was changed and a 30‑day restriction applies
   • When all previous security info is removed and replaced, the account can enter a 30‑day restricted state (“Your security info change is still pending” / “You can’t access this site right now”). During this period, most changes are blocked to protect the account.
   • If that message appears, use only the built‑in options on that screen (such as “Cancel this request” if the change was self‑initiated and the old security info is still accessible, or the flow for reporting an unauthorized change). Otherwise, the account must wait out the 30‑day period.
5. If the account ultimately cannot be recovered
   • If, after repeated attempts following the official guidance, the recovery form never verifies the account and the security info has been fully replaced by the attacker, the account is treated as unrecoverable under the documented policies.
   • In that case, the only remaining practical step is to create a new Microsoft account and secure it with strong security info (multiple recovery methods, Microsoft Authenticator, and up‑to‑date contact details) to avoid similar issues in the future.

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References:

• How to recover a hacked or compromised Microsoft account
• Account recovery unsuccessful
• Help with the Microsoft account recovery form
• What does “Security info change is still pending” mean?
• Troubleshoot Microsoft verification code issues
• My account got hacked.
• Need help with hacked microsoft account
• my microsoft account has been compromised
• Cannot Access Microsoft Account After Hacker Changed Email, Advice Needed - Microsoft Q&A