My account was hacked and support can't help me!

Question

Recently i got some virus and got all of my gmail account attacked, i've already changed all of my passwords and still can't get into my 2 microsoft accounts, both of them have changed email adress from attacker, he wiped all of mine informations and support can't do anything!

on one i have my old phone number so i can't write SMS code ( beacose that number is expired) and second one doesn't even have number added ( i totally forgot about it when i was creating it)

on one i have my old minecraft account ( that means a lot for me) and on that other one is more private stuff.

i really need someones help, probably in private communication beacose of personal informations.

Also, i don't have two factor and i am located in Slovakia, from what i know attacker is from brazilia, how can microsoft do something like that to let that slide? i don't understand how it works!

i've tried everything that is on official microsoft site. i am desperate, please help me!

Answer 1

Hi Ján Pohorelec

I’m truly sorry you’re going through this. Losing access to two Microsoft accounts, especially one connected to an old Minecraft account and another containing private information, can be extremely distressing.

Since the incident started after a virus infection, please first run a full antivirus or malware scan on your device before entering any passwords or recovery information.

After that, use the Microsoft Sign-in Helper separately for each affected account. Enter the original email address or phone number previously associated with the account and follow the prompts for a hacked account or security information you no longer recognize.

If you are directed to the account recovery form, complete it from a device and location you previously used to access the account. Provide as much accurate information as possible, such as previous passwords, billing details, Xbox or Minecraft information, email contacts, and exact subject lines.

For private assistance, visit Microsoft Support, enter “Microsoft account hacked,” select Get Help, and then choose Contact Support if that option is available.

Please note that this is a user-to-user support forum*. Moderators and 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 regarding incidents, requests, or ideas reported on the forum.*

I sincerely hope you can regain access to both accounts soon.

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