My account has been hacked and seperated from my control

Use the official hacked-account flow first, then the recovery path that matches the account’s security setup:

1. Clean the PC before changing anything else
   • Open Windows Security.
   • Go to Virus and threat protection.
   • Select Scan options > Full scan > Scan now.
   • Microsoft’s guidance is to run a full malware scan before changing the password.
2. Use the hacked-account Sign-in Helper
   • Start the hacked-account recovery process and enter the email address or phone number tied to the account.
   • The tool either shows the available self-help steps or offers a chance to talk to an agent.
3. If sign-in is still possible, change the password immediately
   • After the malware scan, sign in and change the password.
   • If sign-in is not possible, use the password reset path.
4. If the account recovery form was denied
   • Try the Sign-in Helper first before submitting the form again.
   • Microsoft reviews recovery form answers and responds within 24 hours.
   • Complete the form from a device previously used to sign in and from a familiar location such as home or office.
   • Have a working email account available for recovery updates.
5. Important limitation for two-step verification
   • If two-step verification was turned on and none of the alternate verification methods are accessible, Microsoft states support agents cannot send password reset links or access and change account details.
6. After recovery, review account settings
   • Check connected accounts, forwarding, and automatic replies, because some settings may have been reset after unauthorized access.
7. If the original username is no longer recognized
   • Check devices or services where the Microsoft account was used:
     • Windows 10/11: Start > Settings > Accounts > Email & app accounts
     • Office apps: File > Account and look under Product Information for Belongs to
     • Check email inboxes for Microsoft receipts or subscription messages
     • For Xbox, use the Xbox walkthrough for finding the Microsoft email address tied to the gamertag
8. Support escalation
   • If the Sign-in Helper does not resolve it, use Contact Microsoft Support and select Get Help, then Contact Support.
   • Support can route the case, but Microsoft states support agents are not allowed to send password reset links or change account details.

If the attacker changed the alias or security info, the account may appear as if the original email no longer exists. In that case, the supported path is still the Sign-in Helper first, then the account recovery form if applicable.

• How to recover a hacked or compromised Microsoft account
• Help with the Microsoft account recovery form
• Microsoft account security info & verification codes
• Check products or services where you used your Microsoft account
• How to help keep your Microsoft account secure