My child Microsoft account was hacked

Use the Microsoft Sign-in Helper first. For hacked accounts, it asks for the email address or phone number and then either provides the right self-help steps or offers the chance to talk to an agent.

If the recovery form has already failed, these are the supported next steps:

1. Make sure the child’s PC is clean before changing anything else:
   • Open Windows Security
   • Go to Virus and threat protection
   • Select Scan options > Full scan > Scan now
2. If access is still possible at any point, change or reset the password immediately.
3. If the account recovery form was unsuccessful, it can be retried up to two times per day.
4. Improve the recovery form submission:
   • Use a device previously used to sign in to that account
   • Complete it from a familiar location such as home
   • Provide a working email address that can receive the recovery result
   • Add as much account history as possible, such as old passwords, Outlook contacts or exact subject lines, Skype details, or Xbox console hardware ID if that account used Xbox
5. Important limitation: if two-step verification was turned on and none of the alternate verification methods are accessible, Microsoft support agents cannot send password reset links or change account details.
6. Since the child account is still visible in Family Safety, that does not by itself restore sign-in access. Account recovery still has to go through the Microsoft account recovery process.

If the recovery form keeps failing, continue with the Sign-in Helper path rather than relying only on Family Safety membership.

References:

• How to recover a hacked or compromised Microsoft account
• Help with the Microsoft account recovery form
• Account recovery unsuccessful