Microsoft 365 Family-Konto gehackt–Wiederherstellungsprozess hängt fest

Hi all,

I am reaching out as a last resort and sincerely hope someone from Microsoft can help us.

Our Microsoft 365 Family account was hacked over a month ago, shortly before and during our family vacation. Since then, we have lost access to our entire OneDrive photo archive containing 15 years of irreplaceable family memories. Since 23 August, I have been trying almost daily to recover the account, but without success.

Facts about the case:

• The account was compromised more than a month ago.
• The attacker replaced the original sign-in and recovery information with email addresses associated with the domains @kuganology.com and @issipuna.com and deleted my telephone number as an identification option.
• During our recovery attempts, my children inadvertently reactivated a very old Microsoft account using my former email address and Skype name. This is not the compromised account. It is essentially empty, contains no OneDrive data, and is not linked to our Microsoft 365 Family subscription.
• Thereafter, I have repeatedly used the Sign-in Helper and submitted multiple account recovery requests using my email address, now linked to the empty account, and my telephone number, which appears to be linked to the hacked account.
• The recovery process always asks the same questions and stops after I enter my credit card information, after which it starts from the beginning again.
• There is no option to chat with a Microsoft employee or provide additional proof of ownership.

Evidence of ownership that I can provide through a secure channel:

• Microsoft 365 Family subscription and billing records
• Payment history
• Previous email address, user name and phone number
• Devices connected to the account
• OneDrive folder structure and storage information including screenshots
• Locally visible OneDrive files and folders that still exist on my PC

My question:

How can I reach a Microsoft employee or account security specialist who can review a compromised account case when the automated recovery process is stuck in a loop and does not allow additional ownership evidence to be submitted?

I am not asking Microsoft to bypass its security procedures. I am simply asking for a way to have this case reviewed by the appropriate team and to provide evidence of ownership through a secure channel.

Any help or guidance would mean a lot to me and my family! Thank you very much for taking the time to read this message.