My account was hacked, I tried to recover my account but I couldn't, I want to delete that account but I dont know what to do and how to contact support as a person.

Question

Hello, I need help with a Microsoft account that has been compromised. (IS NOT THE SAME ACCOUNT I AM WRITING FROM)

A few days ago, my primary Gmail account was hacked. I immediately started securing my other accounts by changing passwords and updating the email addresses associated with different services.

Today, I realized that my Microsoft account was also compromised, as I used that gmail address for it. When I tried to sign in, I discovered that the recovery email address associated with the account had been changed to an email address that I do not recognize and have never used. This makes me believe that the person who compromised my Gmail account also gained access to my Microsoft account.

I have tried Microsoft's account recovery process, but I barely used this Microsoft account, so I don't remember enough of the account information to successfully complete the recovery form.

I am not particularly concerned about information stored inside the Microsoft account because I rarely used it. My main concern is that someone else currently has control of the account and could potentially use it for activities that I did not authorize. I want to make sure that I am not held responsible for actions taken by someone who has compromised my account.

I would like to speak with a Microsoft support agent who can help me with this situation. Ideally, I would like to recover and secure the account so I can close it myself. If recovery is not possible, I would like to know what Microsoft can do to secure or disable the compromised account and prevent further unauthorized use.

I can provide any information I remember about the account and can verify that I am the original owner to the best of my ability.

Thank you for your help.

Answer 1

Hey there. Nice to meet you.

Based on your description, the hacker was able to remove the account's security info and replace it with their own email address.

Since the security info has been replaced by the hacker, I'm afraid there is no other working method to recover the Microsoft account, and Microsoft Support cannot help either.

However, you may try reaching out to Microsoft Support as they can possibly "Suspend" the account permanently once they have confirmed that the account can no longer be recovered in order to prevent the hacker from using it:

https://support.microsoft.com/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAssetId=S.HP.SmcContactUsLanding

Type "Microsoft 365 sign-in problem" > Click "Get Help" > Scroll down and select the option "Sign in to contact Support" > Microsoft 365 and Office > Billing and Account Profile Questions > Confirm > then select "Chat with a support agent in your web browser"

Thank you for your understanding.

Best regards,

Darhyl

Answer 2

For a personal Microsoft account or Outlook.com account, recovery is the only supported path to regain access. Support agents cannot send password reset links or access and change account details.

What can be done now:

1. Try the Sign-in Helper first, because it is the recommended first step for sign-in and recovery problems: Sign-in Helper
2. If recovery information was changed and the recovery form already failed, submit the Microsoft account recovery form again with as much accurate information as possible. Microsoft reviews the answers and sends the result to the working email address provided in the form within 24 hours.
3. If the recovery form is rejected, it can be retried up to two times per day.
4. If two-step verification was turned on for that account and none of the alternate verification methods are accessible, the account cannot be recovered through support. Support agents are not allowed to bypass that protection.
5. If access is regained, sign in and close the account using the official Close your account flow. Closing the Outlook.com account requires closing the Microsoft account, and this requires signing in first: Close your account
6. If sign-in is not possible and direct assistance is still needed, use the public support entry point: Contact Microsoft Support This can route to support options, but it does not change the rule that agents cannot reset the account or manually return access.

Supported expectations in this situation:

• Microsoft account recovery is automated.
• Support can direct to the official recovery and support flows, but cannot manually restore access or change account details.
• If the attacker changed the sign-in or recovery information, recovery becomes much harder.
• If recovery never succeeds, the account might remain unrecoverable, and closing it personally is not possible without regaining access first.

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References:

• Help with the Microsoft account recovery form
• Close your Outlook.com account
• How to get a Microsoft account recovery code
• Reopen your Microsoft account
• Compromised account - Microsoft Q&A
• My main microsoft account has been hacked and breached and I also have proof - Microsoft Q&A