I cant recover my Microsoft account

Question

Hello, I am the owner of the account Supersonic#8827, and the problem is that it has been hacked.(That is, I cannot log in using my email, phone number, or password — ALL PASSWORDS AND LOGIN METHODS THERE HAVE BEEN CHANGED) During the recovery process and when filling out the data, I was promised that I would receive an email notification within about 24 hours. More than 24 hours have passed, and nothing has arrived. When I submit a new request, nothing happens other than these same promises. I want to CONTACT a REAL PERSON to recover my account, on which I have spent a considerable amount of money.

Answer 1

The email address and the recovery phone number are actually part of the security info.

Unfortunately, there is nothing that can be done once the security info has been modified by the hacker.

Please be advised that Microsoft Support will not be able to assist you with manual recovery, unblock, and escalation for this case, as stated in this article, that they are not permitted to send password resets, access, or even change any details on the account:

https://support.microsoft.com/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

Moving forward, please check this link for more information on how to secure your account and to prevent hacking incidents:

https://support.microsoft.com/accounts-billing/manage/how-to-help-keep-your-microsoft-account-secure

Best regards,

Darhyl

Answer 2

Hey there! Nice to meet you!

I'm sorry you are experiencing this.

Based on your description, the hacker was able to remove the account's primary email address/security info and replace it with their own email address.

Since the security info has been replaced by the hacker, I'm afraid there is no other working method to recover the Microsoft account, and Microsoft Support cannot help either.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 3

Account recovery for personal Microsoft accounts is fully automated. Support agents and advocates cannot bypass the automated checks, change account details, or directly restore access, even via phone or chat.

To proceed, only the documented self-service options are available:

1. If the account is hacked/compromised
   Follow the official hacked-account guidance end to end:
   • Scan devices for malware.
   • Try to sign in and change/reset the password using the normal flow.
   • Then follow all steps in How to recover a hacked or compromised Microsoft account.
2. If security info is lost or replaced
   If the hacker changed email/phone or other security info and there is no access to it:
   • Start sign-in and, at the Verify your identity prompt, choose I don't have any of these and follow the flow to replace security info, as described in Troubleshoot Microsoft verification code issues under “I've lost access to my Microsoft account security info.”
   • If password is also not known and no security info is accessible, use the account recovery form as instructed below.
3. Use the Microsoft account recovery form correctly
   The recovery form is the only way to prove ownership when normal reset options fail:
   • Review all guidance in Help with the Microsoft account recovery form before submitting again.
   • Step 1: Ensure a working contact email (can be any account, even a new Outlook.com address) to receive the result.
   • Step 2: Gather as much information as possible about the account (old passwords, exact email address including domain, contacts, email subject lines, Xbox console hardware ID, Skype contacts, etc.). The more accurate detail provided, the better the chances. Wrong answers do not count against the request.
   • Step 3: Submit via the official Account recovery form, ideally from a device and location previously used with the account (home/office).
   • Step 4: Results are normally sent to the working email within 24 hours. If the message says the account could not be verified, it is allowed to try again up to two times per day, improving the information each time.
4. If recovery keeps failing or no email arrives
   • According to Account recovery unsuccessful, recovery can be retried as many times as needed (max two per day), but there is no manual override by support.
   • If the form repeatedly fails and the account cannot be verified, the account is treated as unrecoverable. This is confirmed in multiple Microsoft Q&A moderator answers: if a hacker has changed key data (aliases, security info, 2FA) and the automated checks cannot match enough ownership data, the account cannot be restored by any support channel.
5. On contacting a “real person”
   • For personal Microsoft accounts, support agents can only direct to the same documented flows and cannot grant access, change aliases, or reset passwords when the system does not verify ownership.
   • Moderator guidance in similar hacked-account cases confirms that if the recovery form and hacked-account steps do not succeed, neither forums nor Microsoft Support can recover the account, regardless of purchases or data stored on it.

If access is eventually regained, immediately:

• Review and update security info (add new phone/email, authenticator, etc.) as described in Troubleshoot Microsoft verification code issues.
• Follow How to help keep your Microsoft account safe and secure (linked from the recovery-form article) to reduce the risk of future compromise.

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References:

• Help with the Microsoft account recovery form
• Account recovery unsuccessful
• Troubleshoot Microsoft verification code issues
• My username and password have stopped working
• How to recover a hacked or compromised Microsoft account
• Account hacked - Microsoft Q&A
• Need help with hacked microsoft account - Microsoft Q&A
• my microsoft account has been compromised - Microsoft Q&A
• My account got hacked. - Microsoft Q&A
• How do I send an email to Microsoft about my account being hacked and taken over by <removed> ? - Microsoft Q&A