Hacked and cannot access account

Question

Recently I saw that my pfp and name on my computer has changed. I went to settings and my usual microsoft account had "@gmail.com" and now the name and the ending is changed to "@lettersboxmail.com". The account is still logged in on microsoft store, but i cannot access it. When i tried to log in to microsoft on my browser, it said it doesnt exist, and i made a new one, which i am on rn. I have not recieved any security emails ,nor in spam ,and i really need help because i had minecraft bought on the account ( the guy is playing on my account so thats why he hacked me prob) and other important stuff.

Answer 1

Hi Stefan Diaconu,

I understand that your original Microsoft account is no longer recognized and that its displayed address and name appear to have been changed.

Please note that this is a user-to-user forum, so contributors cannot access, verify, or restore Microsoft accounts.

The Q&A Assist answer provides the correct recovery path. Have you had a chance to try the Sign-in Helper described there?

I would also like to add the following information without repeating those steps:

1. Since the account is still connected to Microsoft Store, record any details currently displayed, such as the unfamiliar address, Xbox gamertag, and device name. Do not remove the account from the device yet. Check where your Microsoft account was used
2. Before submitting a recovery request, gather previous passwords, the original email address, Minecraft purchase receipts or transaction details, billing information, and any Xbox information associated with the account. Complete the request from a familiar device and location where possible. See Help with the Microsoft account recovery form.

Creating another Microsoft account will not recover access to Minecraft on the original account. Minecraft directs compromised-account and sign-in cases to Microsoft’s Sign-in Helper and account recovery process. Get help signing into Minecraft.

If you have already tried the Sign-in Helper without success, you may contact Microsoft Support for guidance:

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. When prompted, provide a valid contact email where Microsoft can reach you regarding your case.    
9. Explain your situation clearly: Be concise but provide all the relevant details.      

Please keep in mind that support agents must follow account security verification rules and may not be able to manually bypass the recovery system. However, live chat is still the right channel to ask if an additional account security review option is available for your case. 

I hope this helps you reach the correct recovery channel and protect your Minecraft purchase.

Answer 2

This matches a compromised Microsoft account where the sign-in alias may have been changed.

1. Scan the PC for malware before changing anything else. Run a full antivirus scan first. Microsoft’s guidance says to clear viruses or malware before changing the password.
2. Start the hacked-account recovery flow. Use the Microsoft hacked-account recovery process and select Start. The tool asks for the email address or phone number and then shows the available self-help steps or may offer the chance to talk to an agent.
3. If the original sign-in no longer works, try password recovery from the sign-in page. Select Forgot my password and then I think someone else is using my Microsoft account.
4. Check recent sign-in activity if access is restored. On the Security basics page, select Review activity. If an entry is not recognized, select This wasn't me for unusual activity or Secure your account for recent activity.
5. Change the password immediately if access is regained. Create a strong password and do not share it.
6. Review account settings after recovery. Check connected accounts, forwarding, and automatic replies, because those settings may have been changed.
7. Use support if self-service does not recover the account. The recent sign-in activity article includes Contact Microsoft Support through Get Help and Contact Support.

Important points from the available guidance:

• If the browser says the old address does not exist, that can happen when the sign-in alias was changed.
• The official recovery path is the hacked-account recovery tool and password recovery flow.
• If an unusual sign-in alert is legitimate, Microsoft says the sender is ******@accountprotection.microsoft.com.
• Keep the currently accessible email account secured as well, since it may be used for recovery.

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• How to recover a hacked or compromised Microsoft account
• How to recover a hacked or compromised Microsoft account
• What happens if there's an unusual sign-in to your account
• Check the recent sign-in activity for your Microsoft account