My account is hacked and he reset password and email

Question

Hello,

My Microsoft account has been compromised. Someone gained unauthorized access to my account and changed my email address, password, and other security information. I can no longer sign in to my account.

However, I still have access to the payment card and subscription information associated with the account, and I continue to receive emails related to the account. This confirms that I am the legitimate owner of the account.

I urgently need help from a Microsoft support agent to verify my identity and recover my account. Please help me restore access and secure the account against further unauthorized changes.

I can provide any information necessary to prove that I am the original owner, including previous account information, subscription details, payment information, previous passwords, and other relevant details.

Please treat this as an urgent account security issue.

Thank you.

Answer 1

I’m sorry you’re going through this issue with your account. In this case, Microsoft support agents are not able to make changes to account information, such as adding or removing details, because those protections are in place to help keep your account private and secure. I understand this may not be the outcome you were hoping for, and I truly appreciate your patience.

The best next step is to complete the account form here; it is not the same as the recovery one: https://aka.ms/recovermyaccount

Once you submit it, your request will be reviewed by the team that handles account recovery situations like this. They will reach out to you by email with the next steps or let you know if they need any additional information to continue helping you.

Answer 2

Dear @Murat Gov

Thee first step would be to try recovering the account through Microsoft's official account recovery options:

Microsoft Account Support

If you are unable to recover the account through the available recovery options, and the original email address has already been replaced, the available recovery options may be very limited. Microsoft generally cannot bypass the account verification process or manually restore access without being able to verify ownership of the account.

If you would still like to contact Microsoft directly, you can try reaching a support representative using the options below:

• Phone support: Microsoft Support phone numbers
• Online support/chat: Microsoft Contact Support

When using the online support option, explain that your Microsoft account has been compromised and that the original email address was replaced by the attacker. If the automated assistant only provides troubleshooting articles or automated suggestions, continue through the available options until you are given the option to speak with a support representative.

Please keep in mind that contacting support does not guarantee that the account can be recovered. Microsoft will still need to verify that you are the legitimate owner before making any changes to the account.

Answer 3

If the attacker changed the password, email address, and security info, the supported recovery path is the Microsoft Sign-in Helper first, then the account recovery form if applicable.

1. Start with the Sign-in Helper Use the Microsoft sign-in helper tool for hacked accounts. It can guide to self-help steps or offer the chance to talk to an agent.
2. Before changing or resetting anything, scan the PC for malware In Windows Security, open Virus and threat protection → Scan options → Full scan → Scan now. Microsoft recommends a full scan before changing the password.
3. Try to reset the password If sign-in is still possible anywhere, change the password immediately. If not, use the password reset flow.
4. If the account cannot be accessed, use the account recovery form Prepare a working email address that is accessible, because Microsoft uses it to respond about the recovery request. Complete the form from a device and location previously used for that account if possible.
5. Important limitation If two-step verification was turned on and none of the alternate verification methods are accessible, Microsoft support agents are not allowed to send password reset links or access and change account details.
6. If unusual sign-in alerts are still accessible Go to the Microsoft account Security basics page, select Review activity, and mark suspicious activity as This wasn't me or Secure your account where available.
7. After recovery, review account settings Check connected accounts, forwarding, and automatic replies, because these settings may have been changed after the compromise.

If the account now shows “The Microsoft account you've entered does not exist”, Microsoft directs to check the spelling carefully and then use the guidance for accounts whose username and password have stopped working.

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References:

• How to recover a hacked or compromised Microsoft account
• Help with the Microsoft account recovery form
• What happens if there's an unusual sign-in to your account
• Unblock my Outlook.com account