My account was hacked

Question

My Microsoft account used to play Minecraft was compromised. I do not recognize the email address [moderator's note: PII removed]@bibimail.net, and I did not add or change this email address myself.

I believe someone gained unauthorized access to my account and changed its security information.

There was also a problem when I tried to change the email address associated with my Minecraft account. The Xbox app would bug out and close whenever I tried to change it.

I am the original owner of the account and can provide information to verify my ownership, such as my previous email address, Minecraft account information, and any other details you require.

Please help me recover my account and remove any unauthorized security information that was added by the attacker.

Answer 1

Hi Fernanda Silveira,

I understand how concerning it is to find an unfamiliar email address linked to your account, especially when the account also contains your Minecraft access.

At this point, I recommend that you review and try the steps provided in the AI generated answer on your thread. That reply typically include the most relevant checks for this scenario. 

Since Minecraft is linked to your Microsoft account, the priority is to recover and secure the Microsoft account rather than troubleshoot the Xbox app. If you are still signed in on any trusted device or browser, please avoid signing out while you check whether you can review and secure the account.

Please note that this is a user-to-user support forum. Moderators and contributors cannot access account records, verify ownership, remove the unfamiliar email address, or change security information. Account recovery must be handled through the official Microsoft Sign-in Helper.

For your privacy, please do not post your full email address, Gamertag, purchase details, recovery codes, or other account verification information publicly. While my initial response may not fully resolve the issue, I truly appreciate your cooperation as we work together toward identifying the most effective solution. Thank you so much for your understanding. 

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Answer 2

Use the official account recovery path immediately.

1. Run a full malware scan on the PC before changing anything.
   • Open Windows Security.
   • Go to Virus and threat protection.
   • Select Scan options > Full scan > Scan now.
2. Start the hacked account recovery flow.
   • Use the Microsoft hacked account recovery guidance and the sign-in helper tool.
   • If the account no longer recognizes the original email address, use the Sign-in Helper first.
3. If directed to the recovery form, complete it with as much accurate information as possible.
   • Use a working email account that can receive updates about the recovery request.
   • Include details such as previous passwords, previous email address, Minecraft-related account details, and other account information that only the owner would know.
4. If all security info was removed and replaced, the account may be in a restricted state for 30 days.
   • The message “Your security info change is still pending” means the old security info was removed and replaced with new info.
   • In that case, changes take 30 days to take effect.
5. After access is restored, immediately:
   • Change the password.
   • Review connected accounts, forwarding, and automatic replies for unauthorized changes.

Important:

• Support agents are not allowed to send password reset links or directly change account details.
• If two-step verification was turned on and there is no access to any alternate verification method, support cannot help recover the account.

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• How to recover a hacked or compromised Microsoft account
• Help with the Microsoft account recovery form
• What does “Security info change is still pending” mean?
• Microsoft account security info & verification codes
• How to add an email address to your Microsoft account