How to recover my account when the email got changed and phone verification was removed ?

Question

Hello,

My Microsoft account was compromised. The attacker changed the account email/alias to an address that I do not own: co********@zygnemataceaemail.com. And removed my phone number from account (i do have message that my phone was changed/removed)

My original account email was <PII removed>@gmail.com.

I have also discovered malware on the Windows PC that was used with the account, so I am currently securing the device and my other accounts.

Please help me recover my original Microsoft account and remove the unauthorized account information.

Thank you.

Answer 1

I wish I had better news for you, this forum is just a user to user forum, for security purposes, no-one here has any account access, when a Microsoft account is hacked, if the hackers change the associated data like the Email, then that account is usually no longer recoverable, try using the process they provide on this link to recover a hacked account, if this process is not successful, sadly, that account cannot be recovered.

https://support.microsoft.com/en-us/account-billing/how-to-recover-a-hacked-or-compromised-microsoft-account-24ca907d-bcdf-a44b-4656-47f0cd89c245

Answer 2

1. Finish securing the infected PC first, then do a full malware scan before changing anything on the account. In Windows Security, open Virus and threat protection > Scan options > Full scan > Scan now.
2. Start with the Microsoft Sign-in Helper tool. It is the recommended first step before the account recovery form, especially when the sign-in methods no longer look familiar.
3. If the account was hacked, use the hacked-account recovery flow and then try to reset the password. If sign-in still fails, use Forgot my password and choose I think someone else is using my Microsoft account.
4. If two-step verification was not turned on and the recovery options were changed or are no longer recognized, submit the Account recovery form. To improve the chance of success:
   • use a device previously used to sign in to the account
   • complete it from a familiar location such as home or office
   • provide a working email address that can receive Microsoft’s reply
   • gather any saved passwords or account details available from the devices and browsers previously used with the account
5. Microsoft states that support agents cannot send password reset links or change account details on behalf of the account owner. Recovery must go through the self-service recovery process.
6. Important limitation: if two-step verification was turned on and there is no access to any alternate verification methods, Microsoft states that recovery assistance is not available through support agents.
7. If access is restored, immediately review the account for unauthorized changes, including connected accounts, forwarding, and automatic replies, then change the password to a strong one.

---

• 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
• Help protect your Outlook.com email account