Compromised account

Question

My original account with you has been hacked and compromised. The security code email has been changed to an email address I do not recognize (see attached screenshot). Additionally 4 purchases have been charged to my account that I never authorized (see attached screenshot). I have tried to recover my original account and it says it cannot be recovered. PayPal says that since the charges are a “subscription” they will not reverse them. I can’t find a number to connect me to a live agent to try and get this problem solved.

Answer 1

Since this is a public forum, we will hide your personal identifiable information, and I have sent that image of yours containing your personal identifiable information in a private message so we can work together to resolve the issue. 

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Hello Cecilia Wigley

I’m sorry to hear that your account was compromised and that unauthorized purchases were made.

Since the account recovery process was unsuccessful and the security information has been changed, here is how you can contact Microsoft Support directly for further assistance:

Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.  

1. Open a website link - Contact - Microsoft Support 
2. In the box below "We're here to help", type Microsoft 365, click "Get Help", and then click "Contact Support" below. 
3. In this section, you will need to sign in to your Microsoft account. 
4. Select "Microsoft 365 and Office" under Products & Services, select "Technical Support" as the category, and click to confirm 
5. You can select " Chat with a support agent in your web browser " to access the chat window. 

Because your payment information may also be compromised, contact PayPal again to report the transactions specifically as unauthorized account activity, and ask them to block any future charges from that subscription.

I hope Microsoft Support can help investigate the account and charges promptly.

Have a nice day.