Mail recovery for accounts

Question

Hi,

My mail (<Removed PII>@outlook.com), has been compromised due to "suspicious activities" which, Ive sent my forms multiples times, but have not heard again from microsoft since. I need this mail for my accounts and I really need it fast.

Answer 1

Please note that our forum is a public platform, and I modified your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data. 

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Hi maejstic,

I understand how urgent this is, especially if this Outlook.com account is needed for other accounts. Have you had a chance to try the recovery steps suggested by Q&A Assist? The suggested recovery form and Sign-in Helper are the correct official paths for a compromised Microsoft account.

I would like to add one more option in case you have already submitted the form several times and still have not received a response. You may try contacting Microsoft Support through live chat, but please note that support agents cannot manually reset the password, send a reset link, or change the account details for you. They can only help guide you to the correct recovery path.

To try contacting Microsoft Support by live chat:

1, Visit the Microsoft Support contact page: Contact - Microsoft Support  

2, In the search bar provided on the page, type "Account recovery" and press Enter.  

3, Click on the "Get Help" button that appears.  

4, Scroll down the page until you see and click on the "Contact Support" option.  

5, When prompted to select your product or service, choose "Other Products".  

6, For the category, choose "Manage account security".  

7, Look for and click on "Chat with a support agent in your web browser".  

8, Confirm your personal email when prompted - this is the email Microsoft will use to communicate with you during and after the support session.  

9, When connected, clearly explain your situation. Be concise but include all relevant details.  

You can also check the inbox, junk/spam folder, and any filtering rules of the contact email address you used in the recovery form, because the recovery result is sent there.

I hope this helps you reach the correct support channel and continue the recovery process.

Answer 2

For a compromised Outlook.com / Microsoft account, recovery is only possible through the official self-service flows. Support agents cannot manually reset passwords or change account details for security reasons.

Follow these steps:

1. Use the Sign-in Helper for hacked/compromised accounts
   Go to the Microsoft sign-in helper for hacked accounts and start the guided flow:
   Start
   Enter the compromised email address and follow the prompts. The tool will either provide self-help steps or offer a path to contact an agent.
2. Submit the Microsoft account recovery form carefully
   If you cannot sign in or normal reset options fail, use the account recovery form:
   Recover account
   Before retrying:
   • Review the guidance in Help with the Microsoft account recovery form to maximize your chances.
   • Use a computer you normally use to sign in.
   • Provide as much accurate information as possible (old passwords, subject lines of recent emails you sent, contacts, billing info used on the account, etc.).
   If the request is not granted, Microsoft allows repeated attempts, but only up to two times per day. Each submission is reviewed and a result is sent to the working email address you specified on the form within about 24 hours.
3. Check what happens after submitting the form
   After submitting the recovery form:
   • If Microsoft verifies the account, instructions to sign back in are sent to the working email address you provided.
   • If Microsoft cannot verify the account, you can keep trying (again, up to two times per day) after improving the information you provide.
4. If recovery keeps failing
   If the security info (alternate email/phone) was changed by the attacker and the recovery form repeatedly fails, the account may become unrecoverable. In that case, there is no alternative manual override; Microsoft Support cannot bypass the automated verification systems.
5. After regaining access
   Once access is restored:
   • Run a full antivirus/malware scan on all devices used with the account (PC, phone, tablet).
   • Change the password to a strong, unique one.
   • Review mailbox settings such as forwarding, connected accounts, and automatic replies to remove any malicious configuration.
   • Add and update security info (trusted phone, alternate email, Microsoft Authenticator) to make future recovery easier.

For urgent dependency on this email (for other services/accounts), continue submitting the recovery form with the most complete information possible and monitor the working email address you provided for Microsoft’s responses.

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References:

• How to recover a hacked or compromised Microsoft account
• Help with the Microsoft account recovery form
• Account recovery unsuccessful
• Microsoft account has been locked
• Email is missing from your Outlook.com inbox
• Phishing and suspicious behavior in Outlook
• my microsoft account has been compromised - Microsoft Q&A
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
• Need help with hacked microsoft account - 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