I cannot change my security settings

Question

Hello,
it seems that my account was breached and after changing my password, I saw that for changing my security settings, I had to type in my MS recovery code, that I do not have. When I say that I do not have one, I get the screen below with a mail that I do not recognize:

Can you help?

Thanks in advance,

V. Stefanisia

Answer 1

Hello,

The screenshot shows that Microsoft is trying to verify your identity using a recovery email associated with your account. Since you don't recognize that email, it's possible someone changed your security information. Changing your password does not automatically remove unfamiliar recovery methods.

Please start with Microsoft's Sign-in Helper:

https://aka.ms/SignInHelper

Follow the prompts for a potentially compromised account. It is important to answer No when it asked if you can currently sign in.

If you see a message saying your security information change is pending, and you did not request that change, look for the "let us know" option to report it.

Otherwise the Sign-in Helper may also direct you to a recovery form. Microsoft has different forms, including Account Recovery Form, Recover My Account, and Account Reinstatement Form. They serve different purposes and are not interchangeable.

Please let me know which form the Sign-in Helper directs you to, identified by its title or public URL. If it doesn't direct you to a form, tell me the exact message it displays.

Please do not share any verification codes or other private account information here.

I'm an Independent Advisor, not a Microsoft employee. I can guide you through Microsoft's recovery procedures to make sure you are using the right resources to increase your chance of success, but I cannot access or modify your account or guarantee recovery. Microsoft Support agents also cannot manually bypass account verification or remove security information on your behalf.