chat with an agent

Question

chat with an agent

Carter Kahn-Jacques 0

My account was hacked and I cant get into it. Sometimes it says the account doesnt exsist and other times it says it does but the recovery email isnt mine.

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2 answers

Your answer

Answer 1

Hello,

If you already filled out some type of form and it says your account doesn't exist, you filled out the wrong form. Microsoft has several different forms related to account recovery and they serve different scenarios.

For account hacked and taken over, please fill out the Recover My Account form: https://aka.ms/recovermyaccount

Instruction for each field can be found here: https://support.microsoft.com/accounts-billing/manage/guidance-notes-for-the-microsoft-account-recovery-form

Contact email: Use an email address you currently have access to. This is where Microsoft can contact you regarding your request.

Response time: A response may take around 5 business days, although this is not guaranteed. Please save this to your safe sender: [email protected]

Date of birth: Pay close attention to the required date format. This is an area where users sometimes make mistakes because it is asking for US date format.

Account information: Provide as much accurate information as possible. If you genuinely don't know an answer, it is better to leave it blank if allowed rather than guess.

Device and location: If possible, complete the form using a computer, Wi-Fi network, and location you normally use to access your account. This may help Microsoft recognize your usual sign-in activity.

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Also, to avoid any misunderstanding or false expectations, I'm an independent community user. I can help you navigate and make sure you are using the right tool/resources, but I don't have access to your account and cannot manually recover or unblock it. The final decision is made by the account security review team, so I cannot guarantee the outcome.

Microsoft Support also cannot bypass the required account verification or reinstatement process.

Lastly, please don't share any passwords, verification codes, or other private account information here, as this is a public forum.

Answer 2

Use Microsoft’s Sign-in Helper first; it can detect problems with the compromised account and may offer the option to speak with an agent. ^1^

Contact an agent

Open the official Microsoft customer support page.
Select Personal account.
Start the Sign-in Helper and enter the affected Outlook email address or its associated phone number.
Follow the result provided. If offered, choose Contact Support or Chat with a support agent. Support options vary by product, scenario, subscription, and operating hours. ^2^

Alternatively, in Windows:

Open Start, search for Get Help, and open the app.
Enter: Hacked Microsoft account; original address says account does not exist and recovery email was changed.
Select Contact Support when offered.
Choose the affected product/service and select Confirm.
Select Chat with a support agent in your web browser. If chat is unavailable, a callback may be offered. ^3^

If sign-in is required, use another accessible Microsoft account—not the compromised one.

Recover the account

Because the recovery address is unfamiliar and the account sometimes appears not to exist:

Carefully check the full address, including the domain—for example, .com versus .co.uk.
Try any other email alias, phone number, or Skype name previously associated with the account.
If none works, continue through the Sign-in Helper rather than sending a security code to the unfamiliar address. Microsoft specifically directs users who do not recognize the verification options to that tool. ^4^
If directed to the recovery form, complete it from a device and location previously used with the account. Supply as much exact information as possible, including:
- Previous passwords
- Outlook contacts and exact email subject lines
- Xbox, Skype, or Microsoft purchase information
- A separate working email address where Microsoft can send the result

Microsoft normally sends the recovery decision to that working address within 24 hours. An unsuccessful form can be retried up to twice per day. ^4^

Important limitation

A support agent can guide you through the supported recovery process, but cannot manually send a password-reset link or access and change the account’s security details. If two-step verification was enabled and none of its verification methods remains accessible, Microsoft states that support cannot bypass it. ^4^

Before changing the password, run Windows Security → Virus & threat protection → Scan options → Full scan → Scan now. After recovery, change the password and inspect Outlook’s connected accounts, forwarding, and automatic replies for unauthorized changes. ^1^

Do not post the email address, old passwords, recovery codes, or billing information publicly here.

References