Personal Accouunt Hacked, need assistance

Start with Microsoft’s Sign-in Helper, because it is the supported recovery route when an attacker has changed the account’s alias or verification information.^1^

Recover the existing account

1. Secure the device first
   • On Windows, open Windows Security → Virus & threat protection → Scan options → Full scan → Scan now.
   • Complete the scan before changing any passwords. Microsoft recommends removing malware first so that new credentials are not exposed.^1^
   • Also change the password for the Gmail account that was previously used as the Microsoft alias, review its recovery settings, and enable two-step verification.
2. Run the Sign-in Helper
   • Open Microsoft’s hacked-account recovery page and select the Sign-in Helper.
   • Enter the original Gmail alias or any other email address, telephone number, or Skype name previously attached to the Microsoft account.
   • Follow the compromised-account prompts. The tool will show the available self-service options and may offer contact with an agent.^1^
3. If the original address is reported as nonexistent
   • Try any other alias or telephone number that was previously on the account.
   • If none is recognized, use the support option identified for “We couldn't find an account with that username” and tell the advocate that the username stopped working after an unauthorized alias change.^2^
4. Complete the recovery form if offered
   • Provide a separate, working email address where Microsoft can contact you.
   • Preferably submit it from a device and location previously used with the account.
   • Gather old passwords, exact Outlook email subject lines and contacts, Microsoft purchase or billing details, Skype information, and frequently used Xbox console hardware details where applicable.
   • Microsoft sends the result to the contact address within 24 hours. If verification fails, the form can be resubmitted up to twice per day.^3^

Microsoft support personnel cannot bypass ownership verification, send a manual password-reset link, or directly change account details. If two-step verification had been enabled before the compromise and none of its verification methods remains accessible, Microsoft states that recovery cannot be completed through support.^3^

If a session is still signed in

On any trusted phone, PC, browser, Outlook app, or Xbox where the account remains accessible:

1. Do not sign out.
2. Open the Microsoft account security and sign-in settings.
3. Add security information that only you control.
4. Add a new alias if necessary and remove unauthorized information when the account permits it.
5. Change the password after completing the malware scan.
6. Review connected accounts, forwarding, and automatic replies for unauthorized changes.^1^

Create a replacement account if recovery fails

1. Go to Outlook.com and select Create free account.
2. Choose a completely new Outlook.com address, or register with another eligible email address you control.
3. Use a unique password and immediately add recovery methods and two-step verification.

An address already used for a Microsoft account cannot be reused to create another Microsoft account, even if the previous account was later closed. Therefore, the original Gmail alias might not be accepted for the replacement account; use a new address if registration rejects it.^4^

A replacement account will be separate from the compromised one. Existing Microsoft 365 subscriptions, OneDrive files, purchases, and other account data do not automatically transfer, because subscriptions are tied to the Microsoft account used to purchase them.[^5^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Connecting a Microsoft subscription to Outlook")

Do not post the unfamiliar alias, passwords, recovery codes, receipts, order numbers, or other identifying information in this public forum.

References

1. How to recover a hacked or compromised Microsoft account | Microsoft Support
2. My username and password have stopped working | Microsoft Support
3. Help with the Microsoft account recovery form | Microsoft Support
4. How to create a new Microsoft account | Microsoft Support
5. [Connecting a Microsoft subscription to Outlook | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])