Hacked Microsoft Account – Email Address Changed and Recovery Request Pending

Question

Hacked Microsoft Account – Email Address Changed and Recovery Request Pending

Jojik 20

Hello Microsoft Support,

My account was stolen, and the person who hacked it changed the associated email address. Now, when I try to sign in, I receive a message saying that the email address does not exist.

I have already submitted a recovery request and received an email from your support team. I replied to that email, but four days have passed without any further response.

Could you please review my case and help me regain access to my account? I can provide additional information to verify my ownership.

Thank you for your assistance.

Virginia M 42,240 Reputation points Independent Advisor

2026-10-09T12:55:44.7866667+00:00

I’m sorry to see that you’re unhappy with my reply. Unfortunately for hacked accounts only Microsoft can assist you & whether the account is recoverable or not will depend on many factors all of which I mentioned.

If you require clarification on anything I mentioned then please let me know.
Jojik 20 Reputation points

2026-10-09T13:01:08.5+00:00

Is there any chance at all that someone from support will respond here?
Virginia M 42,240 Reputation points Independent Advisor

2026-10-09T13:07:13.7833333+00:00

The community is mainly answered by other users & volunteer moderators, there may be a small chance that MS support personnel/volunteer MS support may answer but not in the case of account recovery.

Recovery is only via the form/contact page I mentioned & is automated. The information I’ve posted is from Microsoft’s own pages on how to recover your account.
Jojik 20 Reputation points

2026-10-09T13:12:05.04+00:00

Okay, thanks for your help. I'll keep waiting for a reply - maybe they'll respond by email. I've already filled out the application and received a reply saying they needed additional information, but I haven't heard anything since then.
Virginia M 42,240 Reputation points Independent Advisor

2026-10-09T13:15:02.4733333+00:00

You’re welcome.

I would suggest they’re awaiting a reply from you with the additional information or that you need to fill out the recovery form again & add further information - the more information given the more chance the account can be recovered if possible.

Answer accepted by question author

0 additional answers

Your answer

Virginia M 42,240 Reputation points Independent Advisor

2026-10-09T12:55:44.7866667+00:00

I’m sorry to see that you’re unhappy with my reply. Unfortunately for hacked accounts only Microsoft can assist you & whether the account is recoverable or not will depend on many factors all of which I mentioned.

If you require clarification on anything I mentioned then please let me know.
Jojik 20 Reputation points

2026-10-09T13:01:08.5+00:00

Is there any chance at all that someone from support will respond here?
Virginia M 42,240 Reputation points Independent Advisor

2026-10-09T13:07:13.7833333+00:00

The community is mainly answered by other users & volunteer moderators, there may be a small chance that MS support personnel/volunteer MS support may answer but not in the case of account recovery.

Recovery is only via the form/contact page I mentioned & is automated. The information I’ve posted is from Microsoft’s own pages on how to recover your account.
Jojik 20 Reputation points

2026-10-09T13:12:05.04+00:00

Okay, thanks for your help. I'll keep waiting for a reply - maybe they'll respond by email. I've already filled out the application and received a reply saying they needed additional information, but I haven't heard anything since then.
Virginia M 42,240 Reputation points Independent Advisor

2026-10-09T13:15:02.4733333+00:00

You’re welcome.

I would suggest they’re awaiting a reply from you with the additional information or that you need to fill out the recovery form again & add further information - the more information given the more chance the account can be recovered if possible.

Answer 1

Hello, I’m Virginia, as I have no access to accounts I cannot review your case.

Unfortunately the outlook isn’t good if the hacker has changed the email address &/or set up 2-factor authentication then there’s nothing Microsoft can do. I will however give you all the information I have on this:

Try recovering your account here:

Hacked:

https://support.microsoft.com/account-billing/how-to-recover-a-hacked-or-compromised-microsoft-account-24ca907d-bcdf-a44b-4656-47f0cd89c245

Or:

Can’t sign in:

https://support.microsoft.com/account-billing/you-can-t-sign-in-to-your-microsoft-account-475c9b5c-8c25-49f1-9c2d-c64b7072e735

You can also try https://support.microsoft.com/home/contact & type Account Recovery in the box, then choose the Contact Support tab above & select Windows, then recovery from the drop down menus.

If none of the above work then you’ll require the account recovery form:

https://account.live.com/acsr

Account recovery is automatic for Home users so there’s no manual review/2nd tier support.

Please note if you have 2/multi factor authentication active on your account then you cannot use the form to recover the account.

If you’re successful in changing the details then you may find that the account is limited for 30 days, this is a security feature & cannot be circumvented.

Please be aware that if the email address has been changed to that of the hacker &/or 2fa/mfa has been enabled then usually there’s nothing which can be done.