Hacked Verification Code

Question

My personal Hotmail/Microsoft account has been compromised. The attacker has changed my security information, so the verification codes are now being sent to an unfamiliar email address that does not belong to me.. Because of this, I am locked out of my OneDrive files. I have already attempted the automated Account Recovery Form multiple times, but it is failing because the hacker altered the account details. I need this escalated to the security team to verify my original ownership.

Answer 1

Use Microsoft’s Sign-in Helper to report the compromised personal account and obtain any available agent option; if the sign-in screen says the security-info change is pending, use Security → let us know to report that you did not authorize it.

1. Report the unauthorized security change

This route applies only if signing in shows “Your security info change is still pending” or “You can’t access this site right now.”

1. Open the Microsoft account Security page: https://account.live.com/proofs/Manage
2. Sign in with the affected Hotmail/Microsoft account as far as the process allows.
3. In Your security info change is still pending, select let us know near the bottom.
4. Follow the prompts to report that someone else replaced the security information.

When all security information is replaced, Microsoft restricts the account for 30 days and sends alerts to the original security contacts. Microsoft cannot expedite that period; the let us know option is the documented path when the change was unauthorized.^1^

Do not choose cancel this request unless you personally initiated the change and still control the previous verification methods.

2. Use the compromised-account Sign-in Helper

Because the Account Recovery Form has already failed repeatedly, move to Microsoft’s hacked-account Sign-in Helper rather than submitting the same information again:

1. Open Microsoft’s compromised-account page.^2^
2. Start the Sign-in Helper and enter the original Hotmail address or associated phone number.
3. Select the answers indicating that the account was compromised and that the displayed verification address is not yours.
4. Complete the offered self-service steps or select the option to speak to an agent if the tool offers it.

The Sign-in Helper is specifically designed to route hacked Outlook.com/Microsoft accounts to the applicable recovery action and may offer contact with an agent.^2^

3. Request support contact from another account

If the helper does not offer an agent:

1. Open Microsoft’s Contact Support link from the security guidance.^3^
2. Sign in with another working Microsoft account, creating one if necessary.
3. Enter compromised personal Microsoft account and select Get Help.
4. Select Contact Support when displayed.
5. Provide:
   • The original Hotmail address.
   • The approximate time the unauthorized changes occurred.
   • Copies or dates of Microsoft security-alert messages.
   • The unfamiliar masked verification address now displayed.
   • Recovery-form rejection dates or case references.
   • A safe contact email.
6. State that the recovery form has already been exhausted and ask the agent to document the account as compromised and identify any remaining ownership-verification route.

Support cannot manually send a password-reset link, alter account details, or bypass proof of ownership. Therefore, escalation does not guarantee restoration and cannot grant direct access to the OneDrive files.^3^ The recovery-form documentation states the same restriction for support agents and advocates.^4^

After access is restored

Before changing the password, run a full malware scan on the device used with the account. Then change the password, review forwarding and connected-account settings, remove unknown security methods, and add more than one verification method.^2^

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References

1. What does “Security info change is still pending” mean? | Microsoft Support
2. How to recover a hacked or compromised Microsoft account | Microsoft Support
3. How to help keep your Microsoft account secure | Microsoft Support
4. Help with the Microsoft account recovery form