After having an account hacked and regaining access I need to recover the subsrciptions and OneDrive apps

Question

Hello

After my private account was hacked (workplace attack - I logged in to my private onedrive from workstation) I had to perform multiple malware/anti-viral scans, password changes and code verifications. During that process I noticed the attack resulted also in changing the contact e-mail of the account. I can currently access my account with the e-mail I used for its creation so I assume my account is again under my control.

Unfortunately my Microsoft 365 and X-Box Game Pass subs are gone - the account seems purged and absolutely fresh. Moreover I cannot log in to OneDrive apps from my PC ort phone using the current creditentials. I recieve the verification codes to my e-mail account but they do not work, only error pops-up (tag 7q6ca). I have purged the creditentials restarted the app etc.

I have submitted the account recovery form but to no effect after three days (blame me for not remembering my skype contacts) so I submitted a new one today. That is the only way I found to contact the support semi-directly. I can provide the details of by subscriptions or game list, just need someone interested in listening to to me. Thus this post.

Please help.

Answer 1

What you describe is indicative of a new account but since you say you didn't create one, I'm at a loss. Perhaps someone else will have an idea. Sorry.

Answer 2

What did you see when you looked at the subscriptions page?

Answer 3

Since, apparently, you didn't create a new account but recovered the original one, make sure you enable multifactor authentication or passkeys for that account and check https://account.live.com/activity to make sure all the successful logins are yours. Have you checked https://account.microsoft.com/services to see if the subscriptions are listed?

Answer 4

Hi. I'm Brian and I'll try to help.

You say "During that process I noticed the attack resulted also in changing the contact e-mail of the account. I can currently access my account with the e-mail I used for its creation so I assume my account is again under my control." What do you mean by "contact e-mail of the account"? Do you mean the address to which verification messages are sent or do you mean the original address you used to log in? If the latter, does your address end in a Microsoft domain like @outlook.com, @live.com or @hotmail.com or are you using a non-Microsoft address? If you're using a non-Microsoft address, did you create a new account with that address? If you did that, the account is new and none of the subscriptions or games you had associated with the original account are connected to the new account. The hacker owns the subscriptions and the games and if you had a payment card associated with the account, the hacker now has access to that as well. Be sure to contact the issuer to have the old card canceled and a new one issued. If that's not what you did, can you be a little more detailed in the description of how you recovered the account?