Unable to Recover Hacked Microsoft Account via Form - Email Changed and 2FA Disabled

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Unable to Recover Hacked Microsoft Account via Form - Email Changed and 2FA Disabled

Łukasz Bartnik 20

My Microsoft account has been compromised, with the hacker changing the email address (although I've managed to find out the new address), password, phone number, and disabling the Two-Factor Authentication app. As a result, signing in or verifying identity is no longer possible.

Attempts to use the account recovery form have been made multiple times, but each request has been rejected. Additionally, SMS verification and the Authenticator app are no longer valid as the hacker removed all devices.

This account is crucial due to past purchases and is primarily used for Xbox services and OneDrive.

Assistance in recovering this account would be greatly appreciated.

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Answer 1

Hello Łukasz Bartnik,

Thank you for reaching out to Microsoft Q&A forum.

Due to the nature of account security and to protect your data, our recovery process for compromised accounts is designed to be very rigorous. Here are some steps you can take to improve your chances of regaining access:

1. Use the Account Recovery Form with Maximum Detail

Although previous attempts were rejected, this remains the primary method for recovering a personal Microsoft account.

Go to https://account.live.com/acsr Use the original email address (before it was changed) as the account you're trying to recover.

Focus on unique details: When filling out the form, emphasize information related to your Xbox purchases (e.g., specific game titles, approximate purchase dates, any associated Gamertags) and OneDrive content (e.g., specific folder names, file types, or unique documents). Any old passwords you remember are also extremely helpful. Or any billing information (last 4 digits of card, PayPal email)
Provide a working contact email: Ensure you provide an alternative email address where we can reach you securely regarding the recovery process.

2. Contact Support for Further Assistance: If you continue to face issues after providing comprehensive details via the recovery form, you can reach out to our dedicated account support team directly. They may be able to offer more specific guidance based on the unique circumstances and the strength of the proof of ownership you can provide.

Go to https://support.microsoft.com/contactus
Choose Office > Get home support

Enter Office or your issue in general in the box below "We're here for you" then click "Get Help”
Scroll down and click on Contact Support then log in to your personal Microsoft account If the account cannot be logged in, you can use another account or create a new account to execute
Select "Microsoft 365 and Office" in Products & Services, select "Technical Support" as a category, and click Confirm
Select "Chat in a web browser and support specialist" to enter the chat window

I hope the information above helps you move forward. Please don’t hesitate to reach out with any updates or additional details so we can continue to assist you.

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