Account Locked Out

Question

I have an account that i believe was hacked. When clicking forgot password the email or authenticator are not mine. I have tried to use the account hacked and I am not getting a response. How do I go about recovering this account and it has items in the onedrive I really need.

Answer 1

Hi. I'm Brian.

As said as I am to say this, if the hacker added their own address and removed yours, plus enabled two-factor authentication, you will never be able to recover the account.

Answer 2

Use the Microsoft account Sign-in Helper first. It is the main recovery path for hacked, blocked, or inaccessible personal Microsoft accounts, and it can show self-help options or offer the chance to talk to an agent.

Recommended steps:

1. Check the PC for malware before changing anything
   • Open Windows Security.
   • Go to Virus and threat protection.
   • Select Scan options > Full scan > Scan now. This is important before changing passwords or continuing recovery.
2. Start the hacked-account recovery flow
   • Use the Start option in the hacked account article.
   • Enter the email address or phone number previously used on the account.
   • Follow the options shown by the tool.
3. If the account is locked, try the unlock flow
   • Sign in at https://account.microsoft.com to request a security code.
   • Any phone number can be used to receive the code; it does not need to be linked to the account.
   • If the account is not recognized or sign-in still fails, use the Microsoft account sign-in helper.
4. If the recovery options now show email addresses or authenticator methods that are not recognized
   • That indicates the account’s security information may have been changed.
   • Continue with the Sign-in Helper and any account recovery options it offers.
   • If available, use the support/contact path offered there.
5. If no response has come from a submitted recovery attempt
   • Microsoft support articles state that support agents cannot send password reset links or directly change account details.
   • Use Contact Microsoft Support for technical support, or the support option surfaced by the Sign-in Helper.
6. For OneDrive access
   • If the OneDrive account is blocked after security verification or suspicious activity, the block may be removed within 24 hours in some cases.
   • To check status or reactivate, use the Microsoft services account reset page and follow the on-screen instructions.
7. After access is restored
   • Change the password immediately.
   • Review connected accounts, forwarding, and automatic replies in case they were changed.
   • Review recent sign-in activity from the Security basics page and mark unfamiliar activity.

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