Where to contact or get help from Microsoft

If the attacker changed the email on the Microsoft account, the original address may no longer be recognized by the automated recovery system. In that case, the supported path is to contact Microsoft Support through the support flow rather than waiting for a reply to an email.

Recommended steps:

1. Use the Microsoft account sign-in helper first.
   • It checks the sign-in address or phone number and either gives self-help steps or routes to the next option.
2. If the recovery form says the account does not exist, contact Microsoft Support from the public support site.
   • Go to Contact Microsoft Support.
   • Enter a problem such as Account Recovery or Account sign-in issues.
   • Select Get Help.
   • If self-help does not resolve it, select Contact Support.
   • In the support flow, choose Other Products and then Manage account security.
   • Look for Chat with a support agent in your web browser if available.
3. Be ready to explain these details clearly in the chat:
   • the account was hacked
   • the attacker changed the email address
   • the recovery form no longer recognizes the original email
   • access is lost on Windows and other Microsoft services
4. Do not rely on email replies to prior support conversations for account recovery.
   • For sign-in problems, Microsoft directs account recovery through the sign-in helper and support flow.
5. Important limitation:
   • Microsoft support agents are not allowed to send password reset links or directly change account details. The support flow is still the correct route because it can guide the case to the appropriate recovery process.

If the account is specifically showing as locked, sign in at https://account.microsoft.com. If the normal Let’s prove you’re human option does not appear, use the aka.ms/ link shown in the lock message and submit the reinstatement form. Do not submit multiple reinstatement requests, because that can slow the review.

If there is still access to any signed-in device or app, also check whether any trusted session remains active while working through support, but the main recovery path remains the Microsoft account support process above.

References:

• How to recover a hacked or compromised Microsoft account | Microsoft Support
• Contact Microsoft customer support | Microsoft Support
• How to get support for Outlook.com | Microsoft Support
• Microsoft account has been locked | Microsoft Support
• My Microsoft account was hacked and they changed my password and email. - Microsoft Q&A
• My microsoft account(not this one) got hacked and the email was changed. What should I do? - Microsoft Q&A
• My microsoft account is hacked - Microsoft Q&A