Microsoft account

Question

My account was hacked and the email and password have both been changed. I neeed help getting it back.

Answer 1

Hi,

I'm sorry to hear that you're experiencing this issue. I'm happy to help.

If your account has been hacked, please use the sign-in helper tool in the link below to guide you to the appropriate solutions. The link provides comprehensive steps to help you recover a hacked account and also gives you the option to chat with Microsoft Support as a last resort.

https://go.microsoft.com/fwlink/?linkid=2196140

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Also, please fill out the account recovery form: https://account.live.com/acsr

Microsoft takes account security seriously, so the recovery process is fully automated to prevent unauthorized access. Complete the form using a device and location you’ve used before and provide an accessible email address.

Microsoft usually reviews requests within 24 hours. If approved, you’ll receive instructions to recover your account.

You can submit the form up to twice within a 24-hour period and add any new details you remember.

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If none of the steps work, I’m sorry to say that since the username has already been changed to a different one, it means the account has been taken over by the hacker. There is no way to recover it, and it is now unfortunately lost.

Answer 2

Follow these steps to try to recover the hacked Microsoft/Outlook.com account where both email and password were changed:

1. Use the official Sign-in Helper
   • Go to the Sign-in Helper tool: Start.
   • Enter the email address or phone number that was originally used with the account.
   • The tool will either provide self-help options or offer a way to contact an agent.
2. Run through the hacked/compromised account flow
   • Use the official guide: How to recover a hacked or compromised Microsoft account.
   • If unable to sign in because the password was changed, choose Forgot my password on the sign-in page and then select I think someone else is using my Microsoft account to start the recovery.
3. Fill out the Microsoft account recovery form (ACSR)
   • If normal reset options no longer work because the hacker changed the security info, use the account recovery form described in Help with the Microsoft account recovery form.
   • Before filling it out:
     • Ensure there is a working email address that can receive messages about the recovery request (this can be any active email, even a friend’s or a newly created Outlook.com address).
   • Provide as much accurate information as possible (old passwords, approximate creation date, services used, etc.). The system will review and respond, typically within 24 hours.
4. If the security info was fully replaced
   • If the recovery form repeatedly fails and all security info (email/phone) has been replaced by the attacker, moderators indicate there is no other working method to recover the account and Microsoft Support cannot override this automated process.
5. After regaining access (if successful)
   • Immediately run an antivirus scan on the PC before changing passwords, as described in the hacked-account guidance.
   • Change the account password and ensure it is strong.
   • Review and correct account settings such as connected accounts, forwarding, and automatic replies.
   • Add additional secure sign-in methods (e.g., phone, alternate email, Microsoft Authenticator) from the Advanced security options page so the account is easier to recover in the future.
   • Check recent activity on the account via the Recent activity page and mark any sign-ins that were not performed by the account owner as suspicious, then follow the prompts to secure the account.
6. If Outlook.com is blocked due to unusual activity
   • If the Outlook.com mailbox is blocked, use the Sign-in Helper from the “Unblock my Outlook.com account” article to unblock it.

If the automated recovery ultimately fails and the system determines ownership cannot be verified, the account cannot be recovered.

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References:

• How to recover a hacked or compromised Microsoft account
• What happens if there's an unusual sign-in to your account
• Unblock my Outlook.com account
• Help with the Microsoft account recovery form
• Check the recent sign-in activity for your Microsoft account
• How to help keep your Microsoft account secure
• My account got hacked. - Microsoft Q&A
• My account got hacked - Microsoft Q&A
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• Cannot Access Microsoft Account After Hacker Changed Email, Advice Needed - Microsoft Q&A
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