My account was hacked

Question

My Microsoft account was hacked, and the hacker completely changed my primary email alias, password, and security info. I can no longer use the standard recovery forms. This account holds my Minecraft license. I have my original transaction records and billing information ready to prove ownership. Please escalate this to the specialized Account Investigation Team.

Answer 1

A direct escalation to a specialized investigation team is not available through this channel, and support agents cannot send password reset links or change account details for a compromised Microsoft account.

The supported recovery path is:

1. Use the Sign-in Helper first: Start
2. If prompted, complete the Microsoft account recovery form using a device and location previously used to sign in to the account.
3. Provide as much detail as possible in the recovery form, including:
   • old passwords
   • Outlook.com or Hotmail.com contacts and exact email subject lines
   • Skype ID, contacts, or recent Skype purchase details
   • Xbox console hardware ID from a frequently used console
4. Use a working email address that can receive the recovery result.
5. Wait for the response, which is sent within 24 hours.
6. If the request is denied, retry up to two times per day and add more accurate account history.

Important limits from Microsoft:

• If two-step verification was turned on and none of the alternate verification methods are accessible, the account cannot be recovered through support.
• If the changed sign-in email is no longer recognized, use the Sign-in Helper.
• Even with proof such as billing or transaction records, account recovery remains an automated process, and support agents are not allowed to override it by manually restoring access or changing account details.

For the Minecraft license, the available guidance is to recover the Microsoft account first. If recovery is unsuccessful, there is no supported manual override described here.

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