Microsoft Account Hacked / Serious Cybersecurity & Account Safety Concerns, Recovery Failed

Question

On September 21, my Microsoft account was compromised after my computer was infected with an information-stealing malware/infostealer. The attacker was able to access my Microsoft account and change the account information, including the email address and other security details.

The compromised account originally used my email address (@gmail.com). The attacker changed the account so that it is now associated with (@gmail.com).

I am still signed into some Microsoft services on my Windows PC and Minecraft, and I can provide evidence showing that I previously owned and used the account. I also have Microsoft security emails that were sent to me before the account information was changed, as well as screenshots showing my Microsoft/Minecraft game library.

I have already submitted the Microsoft account recovery form, but my recovery request was rejected because the information I provided was apparently insufficient or did not match Microsoft's records. I provided information including:

My phone number, which is still associated with the compromised account

My IP address, that should still be in the database

Microsoft security emails I received regarding the account

Screenshots of my Microsoft/Minecraft game library

the Information i remember about the devices I used with the account

I have since created a new Microsoft account using my original email address. This is the account I am currently using.

What I need help with

At this point, I would like to know what options I have for dealing with the compromised account.

My main concerns are:

My old Microsoft account: I would like the compromised account to be deleted if it cannot be recovered.

My phone number: My phone number is still attached to the compromised account, and I would like to have it removed so I can use it with my current Microsoft account.

My devices: Some of my Windows/Microsoft devices may still be associated with the compromised account. I need to know how to safely remove or disconnect them.

OneDrive: The compromised account contains my OneDrive data, and I need to understand whether there is any way to regain access to those files or secure them.

Minecraft/Microsoft purchases: I would like to know whether my previous Minecraft purchases, game ownership, or other Microsoft purchases can be transferred or restored to my new account.

Account recovery: If there is any additional information I can provide to prove that I am the original owner, I am willing to provide it with a live agent, i am tired of AI.

I understand that Microsoft has security procedures for compromised accounts, but I have already attempted the recovery process and was unsuccessful. I am not asking anyone on this public forum to handle sensitive information. I am looking for guidance on the correct Microsoft support process for this specific situation and what options are available when the attacker has changed the account's identifying information.

Thank you for any help or guidance.

Answer 1

I’m sorry you’re going through this issue with your account. In this case, Microsoft support agents are not able to make changes to account information, such as adding or removing details, because those protections are in place to help keep your account private and secure. I understand this may not be the outcome you were hoping for, and I truly appreciate your patience.

The best next step is to complete the account form here; it is not the same as the recovery one: https://aka.ms/recovermyaccount

Once you submit it, your request will be reviewed by the team that handles account recovery situations like this. They will reach out to you by email with the next steps or let you know if they need any additional information to continue helping you.