Microsoft account was hacked, and is now completely locked.

Question

Just recently, (on the third of September, to be exact) my Microsoft account's passkey was deleted and replace by one I do not know about, this happened behind my back, and I did not have any knowledge of it until it was too late.
Further more, I am not logged into it on any device anymore.
While attempting to log in, I ran into the issue that they could apparently "not recognize this account", yet when I enter it into Sign-Up help, it comes up as a locked account.

Does anyone know what to do?

Answer 1

1. Start with the Microsoft hacked-account recovery flow and use the Sign-in Helper. It is the primary path for a compromised account and can show the available self-help options or offer a chance to talk to an agent.
2. If the account appears as locked, try the account unlock process by signing in at https://account.microsoft.com to request a security code. Any phone number that can receive text messages can be used; it does not need to already be associated with the account.
3. If the sign-in experience does not show Next, that indicates the account may be locked due to suspicious activity or a Terms of Use issue. In that case, select the aka.ms/ link shown in the sign-in window and submit the reinstatement form. After submission, a Microsoft Online Safety support agent reviews it and contacts the account holder by email. Do not submit multiple requests, because that can slow the response.
4. If access is regained, immediately secure the device first: in Windows Security, open Virus and threat protection → Scan options → Full scan → Scan now. Then change or reset the password and review account settings such as connected accounts, forwarding, and automatic replies.
5. If the account still cannot be accessed, use Contact Microsoft Support through the public support flow. Support can route to the best option, but support agents are not allowed to send password reset links or directly access and change account details.
6. If an unusual sign-in alert was received previously and access becomes available again, go to the Security basics page, review recent activity, and mark suspicious events as This wasn't me or Secure your account.

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References:

• How to recover a hacked or compromised Microsoft account
• Microsoft account has been locked
• What happens if there's an unusual sign-in to your account
• Unblock my Outlook.com account

Answer 2

Hi Miles

If the account is now reported as "not recognized," it may mean the attacker changed the sign-in alias or other security information, rather than only changing the password. In that situation, the account recovery process becomes especially important, so try to provide as much historical information as possible (old passwords, previous recovery details, Xbox/Skype/Outlook information, contacts, etc.) when completing the recovery form. Neither forum members nor Microsoft support agents can manually bypass the ownership verification process for personal Microsoft accounts. How to recover a hacked or compromised Microsoft account and related Microsoft guidance indicate that account recovery depends on successfully proving ownership through the official recovery flow.