Account help/bugs

Question

My Microsoft account was hacked, and the email was changed by the hacker. However, even if they did that, I am still able to try logging in via my email, but there's a two-step verification which I did not set up myself.

After a long and frustrating process (Microsoft support was very difficult to reach and provided little actual help), I was instructed to create a new account with the same email, which I did. Now, it appears to me that something is wrong - every time I want to sign in via email, my password is not working. When I try resetting the password with my current email, it says the password is incorrect and sometimes sends the reset link to the hacked email account.

I have also tried the official account recovery form (https://account.live.com/acsr?cs=1), but after waiting for some time, I was told that they've tried contacting me, and I didn't respond, so they closed the case. However, I didn't receive any emails or messages whatsoever.

It appears that everything is conflicting between the hacked account and mine. Is there any hope in opening the original account or is it doomed forever?

Answer 1

There is still a recovery path, but there is an important limit: if two-step verification is now enabled on the original account and none of the verification methods are accessible, Microsoft support cannot bypass it, send reset links, or change the account details.

The supported next steps are:

1. Use the Sign-in Helper first. It is the recommended first step before the recovery form and can guide to the correct recovery path for a hacked account.
2. If the original account was compromised, use the hacked-account recovery flow. It can show self-help options and may offer the chance to talk to an agent.
3. If the account still accepts the original email at sign-in, try Forgot my password and then I think someone else is using my Microsoft account.
4. If the recovery form is used again, improve the submission:
   • use a working contact email that is accessible
   • complete it from a device and location previously used with the account, such as home or office
   • provide as much accurate historical information as possible
   • check the contact mailbox carefully, including spam/junk Microsoft states it reviews the answers and responds within 24 hours.
5. If the sign-in flow says the account does not exist, verify the exact email spelling and domain first. Microsoft notes that Hotmail, Outlook, and Live accounts can differ by country domain such as .com and .co.uk. If the address is correct but not recognized, try another alias or phone number previously associated with the account.
6. If the account was hacked, scan the PC for malware before changing any password. In Windows Security, open Virus and threat protection > Scan options > Full scan > Scan now.
7. If access is regained, immediately change the password and review account settings such as connected accounts, forwarding, and automatic replies.

Important limits based on the documented process:

• Support agents are not allowed to send password reset links or directly change account details.
• If two-step verification was turned on and no alternate verification method is available, recovery may not be possible through support.
• If security info is being changed, avoid changing all security info at the same time because the account may be restricted for 30 days.

The behavior described can happen when the original compromised account and the newly created account are colliding around the same email identity or sign-in alias. The documented recovery path remains the Sign-in Helper, password reset flow, and account recovery form using the original account details and a reachable contact mailbox.

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References:

• Help with the Microsoft account recovery form
• Common problems with two-step verification for a work or school account
• How to recover a hacked or compromised Microsoft account
• My username and password have stopped working
• What happens if there's an unusual sign-in to your account
• Microsoft Account got hacked. - Microsoft Q&A