how do I recover my account that was changed email by someone I did not know and now I cannot have any excess to it

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how do I recover my account that was changed email by someone I did not know and now I cannot have any excess to it

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I was browsing through a website where they give out free skin and I saw the advertisement where the person promoting this advertisement was a popular streamer or so I thought. I press the web he said you can get the free skin and was asked to fill in my microsoft email and password. After filling in a few hours went pass and I had a notification that my email was changed and when I tried to add security info it was immediately deleted and I had no excess to my account after that. What can I do to recover my microsoft account. I have email that I have subscribed to Microsoft 365 Basic that was completed on the 4 April earlier this year.

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Answer 1

Hello, good day and thanks for your question. Sorry to know about this and I understand that you have encountered an account related issue.

Please take note that a compromised account is a complex scenario and once the email and phone number has been changed to a different one then it is at the point that it is unrecoverable (even if 2FA is enabled) and Microsoft Support will not be able to help either.

For this you can go over to this link https://go.microsoft.com/fwlink/?linkid=2196140 and most likely it will be followed by doing the account recovery form which is an automated process that you will need to enter every bit of information that you can remember on the account (if this is unsuccessful, the account cannot be recovered) and you can check out the links below for reference.

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

https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

https://support.microsoft.com/en-us/account-billing/your-microsoft-account-recovery-request-wasn-t-granted-dc56c3e3-dff0-4ed5-8edb-60290eea6b53

Please take note that if 2FA is enabled on your account, ACSR will inform you that your recovery request will be ignored and you will only receive a message that the recovery request is either successful or it will indicate that it has insufficient information and this means that 2FA is disabled. You may keep on trying as many times as you want which is up to two times per day.

Please take note as well that Microsoft Support will not be able to assist with doing manual recovery, unblocking, and escalation as support agents and advocates are not allowed to send password reset links or access and change account details.

Answer 2

Use the Microsoft Sign-in Helper first. It is the primary recovery path for a hacked Microsoft account and can either guide through self-help steps or offer the chance to talk to an agent.

Recommended order:

Run a full malware scan on the PC first
- Open Virus and threat protection.
- Select Scan options > Full scan > Scan now.
- This is important before changing any password, so the attacker does not immediately capture the new one again.
Try the Sign-in Helper tool
- Enter the Microsoft account email address or phone number that was used to sign in.
- If the account issue is detected, the tool will tell what action to take next.
- If no issue is detected, it will guide through additional self-help steps.
If the password no longer works, use account recovery
- On the recovery flow, enter the email address, phone number, or Skype name used to sign in.
- Double-check the email domain and spelling.
- If the original email is not recognized, try any other alias or phone number previously added to the account.
- Choose where to receive the security code, enter the code, and set a new password.
If the recovery form is needed, complete it carefully
- Microsoft recommends trying the Sign-in Helper before the recovery form.
- Recovery form results are sent to the working email address provided in the form, usually within 24 hours.
- If verification fails, the form can be retried up to two times per day.
If security info was changed and a pending-change message appears
- If the message says “Your security info change is still pending” or “You can't access this site right now”, the account security info was replaced and there is a 30-day wait before the changes take effect.
After access is restored
- Change the password immediately.
- Review account settings such as connected accounts, forwarding, and automatic replies, because these may have been changed after the compromise.

Important limits:

Support agents are not allowed to send password reset links or directly change account details.
If two-step verification was turned on and there is no access to any alternate verification method, Microsoft states that support cannot help recover the account.
The Microsoft 365 Basic subscription receipt may be useful as proof of ownership when discussing the case with support, but account recovery still follows Microsoft’s verification process.