My account was hacked almost a week ago, I have tried doing the sign-in recovery and multiple times at that, but I never got any reply/confirmation about it, please help!

Question

I have the original account address and Microsoft-generated security emails showing unauthorized security-info changes. I submitted multiple recovery requests but have not received a resolution. I need assistance understanding what recovery options remain and is hoping an agent would reach out and help with my situation.

Here is when and what happened, and when I try to log in, it was too late to change anything since the email address is already changed to another address that I cannot access (I found out to what address). I also have tried searching for my username, but when I try to look up to the original, the email verification was never sent to men until I change to another email. Please help me, thank you in advance!

Answer 1

Hi @Mio

I’m sorry to hear that your account was compromised and that the sign-in address and security information appear to have been changed without your permission.

Since you have already submitted the account recovery form but have not received a response, please check the Inbox, Junk, and Spam folders of the alternative contact email address entered on the form. Microsoft sends the recovery result to that address.

If no message was received, please use the Microsoft Account Sign-in Helper: https://aka.ms/sign-in-helper. Enter the original account address and follow the options shown. You may also submit the recovery form again, using a device and location previously used with the account and providing as much accurate information as possible, such as previous passwords, contacts, exact email subject lines, purchases, or Xbox details. Recovery attempts can be submitted up to twice per day. Help with the Microsoft account recovery form

If the account shows that a security information change is pending and you did not make the change, select “Let us know” on that screen and follow the prompts.

Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas only.

I hope you are able to regain access soon.

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