Account Login Error

Question

I recently discovered that several of my accounts were compromised, which now is including my Microsoft account. The hacker removed my email address from the account, so I can no longer log in normally. What confuses me is that I'm still signed into the account on my PC, since it's the primary Microsoft account linked to Windows. However, when I try to access anything account-related via settings, Microsoft says the account doesn't exist regardless. I also never received any email about the email change or any possible unknown logins, which I thought Microsoft would normally send. I know people say that the account no longer existing is caused due to inactivity, but I'm quite literally logged into it on the regular so I know that's not the issue. Also, I even tried creating a new account with the same email address, but I only received an error. This entire situation is super stressful because I only found out about this issue when I tried to access my Minecraft account, and it started giving me those "account doesn't exist" errors. I typically wouldn't care, but I've had this account since childhood and I'd rather not lose it because of some loser who hacked my account . I also know the account is still available and under use because I have a second email that is in the same "family" group as it, and It's still just there. Im not sure if that helps, but I'd appreciate any help with this .

Answer 1

Hello BR,

Welcome to Microsoft Q&A forum.

It's unfortunate to hear that your account has been hacked and the hacker has changed the login email. Usually, when the log in email has been changed, the account for most of the time is not recoverable. Also, this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. In this case, you can still try to submit a recovery form at aka.ms/recovermyaccount. If that still fails, unfortunately there I nothing more I can do. Thank you for your understanding.

Answer 2

Based on the described symptoms (email removed from the Microsoft account, “account doesn’t exist” on sign‑in and recovery, no recovery options working, but still signed in on a Windows PC), the only supported options are:

1. Verify whether the email is still a Microsoft account

• Go to https://account.microsoft.com and enter the original email.
• If the message is “We couldn't find an account with that username” or “That Microsoft account doesn't exist,” that address is no longer an active Microsoft account.
• If a password prompt appears, it is still a Microsoft account and standard recovery can be attempted.

Details: How to check if your email address is a Microsoft account

2. Use the official hacked/compromised account flow If there is any way to still sign in (for example, if the account actually still exists but has been compromised):
3. Follow the official guidance in How to recover a hacked or compromised Microsoft account. This includes:
   • Scanning all devices for malware/viruses before changing passwords.
   • Changing the Microsoft account password if sign‑in is still possible.
   • Reviewing and correcting account settings such as connected accounts, forwarding, and automatic replies.

If sign‑in is no longer possible because the email has been removed or replaced and the system reports that the account does not exist, recovery is only possible via the automated recovery tools. Human support cannot override these systems for consumer accounts.

3. Try the account recovery/sign‑in helper

• Use the Microsoft sign‑in helper / account recovery tools referenced in the hacked‑account article and on the Account help page.
• Provide as much accurate historical information as possible (old passwords, approximate creation date, services used, etc.).
• If the recovery form repeatedly fails or reports that the account does not exist, the account is effectively unrecoverable.

4. Check recent activity and security basics (only if access is still possible) If at any point the account becomes accessible again (for example, if the device session still allows opening the account dashboard):

• Go to the Recent activity page to see unusual sign‑ins and mark anything that was not done by the legitimate owner.
• From Security basics, change the password and update security info (phone, alternate email, etc.).

5. Understand the limitations The provided context makes clear:

• For hacked consumer Microsoft accounts where the primary alias/email and security info have been changed and the automated recovery form cannot validate ownership, there is no alternative manual recovery path.
• Being signed into Windows with a cached token does not guarantee that the underlying Microsoft account still exists or is recoverable.
• If the account truly no longer exists according to the sign‑in system and recovery tools, access to linked services (including Minecraft and Store purchases) cannot be restored through support.

To summarize the actionable steps:

1. Confirm whether the original email is still recognized as a Microsoft account using the sign‑in page.
2. If recognized, immediately follow the hacked/compromised account guidance to secure it.
3. If not recognized and the recovery tools cannot proceed, the account is considered unrecoverable under current policies, and a new Microsoft account will be required for future use, even though that does not restore past purchases.

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References:

• How to check if your email address is a Microsoft account
• How to recover a hacked or compromised Microsoft account
• What happens if there's an unusual sign-in to your account
• Check the recent sign-in activity for your Microsoft account
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