Microsoft Account Locked, Not Getting Response from Account Reinstatement Form

Question

A few weeks ago I was hacked but since I had access to my credentials, I was able to take it back and change ALL of my security information along with my other accounts (I added 2SV which I still have access to, changed my passwords, and have access to my 25 digit code). However, a few hours later, my account was suddenly locked for an indefinite amount of time and the page said I would have to contact support using the form. I'm not really sure if the hacker did something suspicious like spread spam and violate TOS but my only theory is I changed a lot of information within a short period of time which caused my account to be flagged. Anyway, I contacted support around 4-5 times over the month (while making sure I gave them enough time), but some of them were just never answered or when I mentioned something like 2SV, they just send an email 2-3 days later saying they can't recover the account with 2SV even when that's not what I was asking about but unfortunately, I haven't had any luck with this so far. I've tried changing my last 2 responses (second to first one never got anything) to exclude any mention or word of 2SV, hacked, etc., contacting support with a chat (although that just leads to some hybrid of human and bot? I wasn't sure on that.) and attempting to send forms in other areas. I know Microsoft is really busy since there's hundreds of thousands of people to answer but right now it feels really difficult to try and get an answer. If you'd like to see what I wrote in my latest response, (I saved on a text doc) here's what I wrote:

My account was temporarily locked immediately after I updated multiple pieces of my security information in rapid succession. This rapid activity appears to have triggered an automated safety flag by mistake. I am the original account owner, retain full access to my primary sign-in credentials (@gmail.com), and strictly adhere to Microsoft's Code of Conduct and Terms of Service. Please review my account history and restore my access.

If someone who had a similar experience and/or knows what to do in this situation, please tell me!! Any help would be appreciated. Thanks

Answer 1

Please note that this is a user-to-user community. As moderators, I have limited access to internal development details. My role is to direct users to the appropriate support channels and resources. While I cannot provide backend analysis, I will do my best to assist you within my responsibilities.   

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Hi WC

Please share :

• Does the lock page still show an aka.ms/ reinstatement link, or does it allow you to request a security code?
• Did you receive any ticket or tracking email after the latest reinstatement form?
• Is the locked account a personal Microsoft account only, or is it managed by a school or work organization?
• Does the recovery-code option appear during sign-in?

Also try the steps below.

1) Use the locked-account page first

• Go to Microsoft account has been locked | Microsoft Support
• Enter the locked account.
• If the page allows you to continue and request a security code, complete that flow first.
• If there is no Next option and the page shows an aka.ms/ link, use that link because that is the reinstatement path for accounts locked.

2) Do not submit repeated reinstatement forms

If the account lock page points to the reinstatement form, submit the form once and wait for the response.

If you already submitted several requests, please check the contact email address you used on the form, including:

• Inbox
• Junk Email / Spam
• Archive
• Deleted Items
• Mail rules or filters

3) Do not use the standard account recovery form for a locked or suspended account

The standard Microsoft account recovery form is mainly for proving account ownership when you cannot reset your password or access recovery methods. It is different from the locked-account reinstatement review.

So, if the issue is that the account is locked or suspended, use the locked-account/reinstatement path instead of repeatedly submitting the password recovery form.

4) Use the recovery code only if the official sign-in flow offers it

Since you still have your recovery code, use it only through the official Microsoft sign-in or recovery flow. Do not share the code in this forum or with anyone else.

• Start signing in at Microsoft account sign in.
• Choose Other ways to sign in, if shown.
• Choose the option indicating that you do not have access to the listed verification methods, if shown.
• If prompted for an account recovery code, enter the recovery code.
• If accepted, follow the prompts to continue the password or security flow.

5) Use Microsoft’s hacked-account guidance if the account was compromised

Because the account was previously compromised:

• Go to How to recover a hacked or compromised Microsoft account | Microsoft Support
• Start the Sign-in Helper.
• Follow the path for a compromised account.
• If access is restored, run a full malware scan before changing the password again.
• Then review:
  • Password
  • Security information
  • Connected accounts
  • Forwarding
  • Automatic replies

6) If the account remains locked after the official form

You can also use Microsoft’s Account Reinstatement page if you are directed there by the lock flow: Account Reinstatement

Please tell me how it goes. Thank you for your understanding. Have a nice day !