My account has been Compromised 2FA Email & Password have been changed and cannot get in contact with Human Support Staff

You must regain verified access before deleting the compromised Microsoft account; use a separate Microsoft account to reach the account-security live-chat queue, and protect your payment method while Microsoft verifies ownership.

1. Reach the account-security support queue

Since the general AI support route has not helped, use this more specific escalation path from a different working Microsoft account:

1. Open Contact Microsoft Support.
2. Enter Account Recovery, then select Get Help.
3. Select Contact Support.
4. Choose:
   • Other Products
   • Manage Account Security
   • Chat with a support agent in your web browser
5. If requested to sign in, use another Microsoft account—not the compromised account.
6. Tell the agent:
   • The Microsoft 365/Xbox personal account was compromised.
   • Its sign-in email, password, and two-factor authentication information were changed.
   • You cannot sign in and want the subscriptions stopped and the account recovered for closure.
   • Provide a safe alternate email for contact.

This exact path has been used for cases where both the primary email and password were changed.^1^

Have old passwords, purchase receipts, Xbox details, billing information, and prior account information available, but do not post them publicly. Support must verify ownership and is not permitted simply to change account details or issue a password-reset link without verification.^2^

2. Use the compromised-account Sign-in Helper

Open Microsoft’s Sign-in Helper, enter the original email address or phone number, and follow the compromised-account route. It can show the recovery choices available for the account and may offer agent contact.^3^

If directed to the recovery form, use:

https://account.live.com/acsr

Complete it from a device and location previously used with the account, and provide as much accurate historical information as possible. This is a fallback when password reset and normal verification are unavailable.^4^

3. Prevent further charges now

If a card or other payment method was stored on the account:

• Contact the bank or payment provider immediately.
• Report the payment credentials as compromised and ask how to block additional Microsoft charges.
• Review statements for unauthorized transactions.

Merely disputing an existing charge may not prevent later fraudulent charges; Microsoft specifically recommends contacting the payment provider when payment information may have been acquired.^5^

4. Cancel subscriptions

After recovering access:

1. Open Services & subscriptions.
2. Sign in with the recovered account.
3. Find Microsoft 365 and each Xbox subscription.
4. Select Manage.
5. Select Cancel or Upgrade or Cancel, then complete the prompts.

If the page says Turn on recurring billing, renewal is already disabled and the subscription will expire on the displayed date.[^6^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Cancel your Microsoft subscription | Microsoft Support")

Conditional alternatives:

• Purchased in Germany: Microsoft provides a cancellation-without-sign-in process at https://aka.ms/germancancel.
• Purchased through Apple, Google Play, Amazon, or another retailer: cancellation must be handled by that seller rather than through the Microsoft account.[^7^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Unable to cancel your Microsoft subscription | Microsoft Support")

5. Close the account after access is restored

Account closure cannot be performed without signing in because Microsoft must verify that the person requesting closure owns the account.^8^

Once access is restored:

1. Open the Microsoft account closure page.
2. Sign in and verify the correct account.
3. Select Next and acknowledge each closure consequence.
4. Choose a 30- or 60-day reopening window.
5. Select a reason and then Mark account for closure.

Closing the account removes access to connected Microsoft services, including Outlook.com, Xbox, OneDrive, and other associated services. Email and contacts are deleted after closure and cannot be recovered.^9^

If Microsoft’s formal security-information replacement process was used to reset all sign-in verification details, account closure requires a 60-day wait. A compromise by itself does not automatically create that waiting period.^8^

References

1. My Microsoft account has been hacked and the email has been changed - Microsoft Q&A
2. How to help keep your Microsoft account secure | Microsoft Support
3. How to recover a hacked or compromised Microsoft account | Microsoft Support
4. Account recovery. Compromised Microsoft Account. - Microsoft Q&A
5. How to investigate a billing charge from Microsoft | Microsoft Support
6. [Cancel your Microsoft subscription | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
7. [Unable to cancel your Microsoft subscription | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
8. How to close your Microsoft account | Microsoft Support
9. Close your Outlook.com account | Microsoft Support