chat with agent regarding locked account

Question

we have an email account that the user name and password are not available. we have tried without success to change the password online . I requested a Microsoft Recovery Form and provided the data. I later received an email from the account team that stated because of the two-step verification on our account(which was put on by hackers) we could not use the Recovery Form. Please advise as to how I can chat with an agent about this matter.

Answer 1

@Bob McGarry said

because of the two-step verification on our account(which was put on by hackers) we could not use the Recovery Form. Please advise as to how I can chat with an agent about this matter.

Microsoft Account Security is an automated process. Microsoft Support Agents can not unlock an account, reset your password, or change any Security Settings no matter what documentation you can present.

The account is lost. I am sorry. I know that losing access to your account is more than just an inconvenience, it can cause real hardships. I wish I could give you another answer.

Answer 2

Because two-step verification is enabled on that Microsoft account, the account recovery form cannot be used to bypass it. Support agents also cannot send password reset links or change account details directly.

The remaining official path is to contact Microsoft Support through the account support channel:

1. Go to Contact Microsoft Support.
2. Enter Account recovery in the search box.
3. Select Get Help.
4. Scroll down and select Contact Support.
5. For Products & Services, choose Other Products.
6. For Category, choose Manage account security.
7. Select Chat with a support agent in your web browser if it is available.
8. Provide a working email address when prompted so Microsoft can contact about the case.
9. In the chat, explain that:
   • the account appears to have been compromised,
   • the username/password no longer work,
   • the recovery form was rejected because two-step verification was enabled by the attacker.

Additional supported points:

• If the account was hacked, start with the Microsoft sign-in helper tool, which can either provide self-help steps or offer the chance to talk to an agent.
• If a recovery form was submitted, the result is sent to the working email address entered at the start of the form, typically within 24 hours.
• If access is eventually restored, run a full malware scan on the PC before changing the password.

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References:

• Help with the Microsoft account recovery form
• How to recover a hacked or compromised Microsoft account
• Can I trust email from the Microsoft account team?
• my account got hacked and they changed the phone number and the emails that connected to it so i cant change the password either - Microsoft Q&A
• Need help with a hotmail account - Microsoft Q&A
• Microsoft account has been locked