I can't provide required details to recover my stolen Microsoft account

Question

Recently my main and secondary Microsoft accounts were both taken when my Gmail got hacked, after getting my Gmail back as well as many other accounts, I came to realize both Microsoft accounts had been taken and they removed my phone number, and changed the usernames of both accounts. They also changed the primary Gmail on both accounts and locked me out of changing the information on my local machine, while I have tried to go through the recovery form to get one of the accounts back I realized that the form doesn't exactly allow me to add a lot of information. Over the years I have forgotten what old passwords I have had and mainly I can't remember if I did sign into an Xbox with it at one point or not, and if I did what was the last card I used on the account. Is their a way I can prove my identity based of information that couldn't be forgotten so easily? Check my IP, request information on what prior purchases I have made, ask for screenshots of these sudden changes and suspicious activity. I have been doing research on how to recover the accounts and it seems like there is a 30-60 day period where previously signed in locations get messaged in some way but I haven't signed into the actual Microsoft website in a good while. Is there a way to start a dialogue with a support agent who could help me prove I am who I say I am? I understand that I am not exactly giving anyone much to work with here considering the lost information or forgotten info, but if anyone could point me to where I should take my next step it would be greatly appreciated.

Answer 1

Hi Wyatt Wolfe,

It is understandable that the recovery form feels limiting when both accounts were taken over and much of the older information is no longer easy to remember.

Since the attacker changed the sign-in details and security information, please start with the Microsoft Account Sign-in Helper. Enter the original email address or phone number associated with the affected account and follow the options shown. The tool can identify the account issue and present any support options available for that specific situation.

If you are directed back to the Microsoft account recovery form, complete it from a device and location that you previously used with the account. Before trying again, check saved passwords in your browser or Windows Credential Manager. Provide as much accurate information as you can remember. If you never used Xbox or cannot remember certain payment details, do not invent them; answer the applicable sections as accurately as possible and leave unrelated fields blank.

Unfortunately, there is no separate public process that allows account ownership to be established simply by submitting an IP address, screenshots, or purchase records directly through this forum. For security reasons, support agents also cannot manually change account details or send a password-reset link. However, the Sign-in Helper may offer an option to contact Support after checking the affected account.

The 30-day period you found generally relates to certain pending security-information changes. It should not be treated as a general recovery window or a guarantee that previously signed-in devices will receive a recovery message.

You may also contact Microsoft Support for further guidance. If the Support Assistant appears, enter: “I need to speak with a live support agent.”

Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, cannot access account records, review recovery submissions, or make changes to an account from here. Also, please do not post email addresses, payment details, IP addresses, recovery codes, or screenshots containing personal information publicly. Thank you so much for your understanding. Wishing you the best with the recovery process.

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Answer 2

For a stolen personal Microsoft account, the supported next steps are:

1. Start with the hacked account flow using the Start sign-in helper. That tool can either show the right self-help path or offer the chance to talk to an agent.
2. If sign-in still fails, use the Sign-in Helper first before retrying the recovery form.
3. If the recovery form is needed, use a device previously used to sign in and complete it from a location commonly used before, such as home or office. Microsoft states this can improve recognition.
4. Provide a working alternate email address on the recovery form so Microsoft can respond about the request.
5. If the recovery request is denied, it can be retried up to two times per day.

Important limits from Microsoft:

• Support agents are not allowed to send password reset links or access and change account details.
• If two-step verification was turned on and none of the alternate verification methods are accessible, Microsoft states they cannot help recover the account through support.
• If the account now shows as not existing, use the sign-in helper. If the account has not been signed in to for more than two years, it may have been deleted and cannot be reopened.

For the specific proof requested: the available guidance does not provide a path to recover the account by asking Microsoft to verify identity through IP address checks, screenshots of suspicious activity, or by having support disclose prior purchases. The documented recovery paths are the sign-in helper and the account recovery form.

If the account was compromised, Microsoft also recommends scanning the PC for malware before changing or resetting any passwords on recovered accounts: open Windows Security, go to Virus and threat protection > Scan options > Full scan > Scan now.

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References:

• How to recover a hacked or compromised Microsoft account
• Help with the Microsoft account recovery form
• I can't sign in to my Microsoft account
• Account recovery unsuccessful