Hacked account

Contact Microsoft Support through the failed-username route, because your original address is no longer recognized and repeating the recovery form with that same address will not move the case forward.

Contact the account-security support route

1. Open Microsoft’s compromised-account guidance and launch the sign-in helper. It can provide the applicable self-service option or offer contact with an agent.^1^
2. Enter your original email address.
3. If it again reports that the username cannot be found, select the option to contact support and tell the advocate that your username stopped working. Microsoft specifically directs users who continue to receive this message to contact support.^2^
4. If no contact option appears, use Contact Microsoft Support, enter Account hacked or compromised, select Get Help, and then Contact Support. Sign in with a different accessible Microsoft account if required.^3^
5. State clearly:
   • The original sign-in address now returns “Username not found.”
   • The password, sign-in alias, and security information were changed without authorization.
   • The account owns Minecraft and any associated Xbox profile.
   • The approximate compromise date and last successful sign-in.
   • Any case numbers from earlier recovery attempts.

Prepare the original email address, previous passwords, Minecraft username, Xbox Gamertag, purchase date, order or transaction numbers, and receipts. Provide these only through the private support process—never post passwords, verification codes, payment details, or unfamiliar attacker-controlled addresses publicly.

An email address attached to a Microsoft account is an alias. Removing an alias can make that address unusable for signing in even though the underlying account may still exist.^4^

Important limitation

Support can route and review the case, but Microsoft states that support agents cannot send password-reset links or directly access and change account details. Account ownership verification cannot be manually bypassed.^3^

If support directs you back to the recovery form using a sign-in identifier that the system accepts, complete it with as much historical information as possible. Results are sent to the working contact address supplied in the form, normally within 24 hours; unsuccessful requests can be retried up to twice per day.^5^

If Microsoft account recovery ultimately cannot verify ownership, contact Minecraft Support separately and provide the purchase records to ask whether any Minecraft-specific options are available: https://aka.ms/Minecraft-Support/ . Recovery or transfer of the Minecraft entitlement is not guaranteed.^6^

Secure everything else now

• Run Windows Security → Virus & threat protection → Scan options → Full scan → Scan now before changing other passwords.^1^
• Change the password of the original email mailbox and any account that reused the Microsoft password.
• Enable multifactor authentication on those accessible accounts.
• Review bank or card activity and contact the financial institution through its official channel if anything is unfamiliar.
• Do not pay anyone claiming they can restore the account; only Microsoft can process Microsoft-account ownership recovery.

References

1. How to recover a hacked or compromised Microsoft account | Microsoft Support
2. My username and password have stopped working | Microsoft Support
3. How to help keep your Microsoft account secure | Microsoft Support
4. Change the email address for your Microsoft account | Microsoft Support
5. Help with the Microsoft account recovery form | Microsoft Support
6. Need help with hacked microsoft account - Microsoft Q&A