Hacker deleted my account.

Question

Hello. A couple of weeks ago my Microsoft account was hacked and apparently deleted. I've had to create a new account simply in order to access Microsoft support forums.

The account recovery page is of no use as it tells me that my original account email does not exist. After finding the "Recover your Microsoft account" page I provided some contact info, with an alternate email, and the device ID of my Xbox.

The response, after a few seconds, from the Microsoft Account Safety Team was:

At Microsoft, safeguarding your account is a top priority. We have thoroughly investigated the account and billing activity associated with your Microsoft account. Based on this review, we’ve confirmed that unauthorized access occurred.

They recommend I create a new account. This not a really solution as all of my digital gaming purchases and Game Pass subscription are tied to an account address that Microsoft says does not exist.

I have tried chat but end up in an endless loop of useless responses from a bot. It also tells me that the option for live chat does not exist and the option for a phone call is greyed out. I know Microsoft Support is generally regarded as poor but not being able to get past a bot is unbelievable.

I have years of order confirmations from Microsoft sent to an account they now say does not exist.

After a bit of research I see that this is a predicament faced by many and am wondering if any of you managed to get your hacked accounts reinstated?

Also is there any kind of email support? The response I received was from msaccountsafety@microsoft.com but this is probably not a usable contact email.

Answer 1

@AlanF said

is there any kind of email support?

No. Your only choice for a (free) Personal Account is Chat.

• Open a browser to https://support.microsoft.com/en-us/home/contact
• Tell us your problem: {Whatever}
• [Get Help] {Scroll down to the bottom of the page} [Sign in to Contact Support]
• Sign in with any Microsoft account
• Products and services: "Other Products"
• Category: "Manage Account Security"
• [Confirm]
• Choose a support option -> "Chat with a support agent in your web browser"

Microsoft Account Security is an automated process. Microsoft Support Agents can not unlock an account, reset your password, or change any Security Settings no matter what documentation you can present.

The methods to try and recover a hacked account are covered in this article.
https://support.microsoft.com/en-us/account-billing/how-to-recover-a-hacked-or-compromised-microsoft-account-24ca907d-bcdf-a44b-4656-47f0cd89c245