Got hacked and now my email adress doesn't exist anymore

Question

Got hacked and now my email adress doesn't exist anymore

Jelle Dittmar 0

Pretty much sums it up in the title.

I got hacked, managed to get it partially back but they still had some degree of access to my account. I regained it again, changed everything again, added more security options. And then when I needed a confirmation mail for setting up the authenticator, the whole account just stopped working. My email address also changed to ******@outlook.com.

I very much need this email address because 1. I am sick and this is how I make and keep most of my appointments and 2. there is legal stuff in there that I need access to. I have tried to make an account with the same address but that doesn't work, I get told the account already exists.

I've tried contacting Microsoft about this but I just get the message that they don't recognize the email address so they can't do anything for me.

What can I do? what are my options here?

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Answer 1

Hornblower409 17,065

@Jelle Dittmar said

tried contacting Microsoft ... they don't recognize the email address so they can't do anything for me

If the hackers have changed your account primary email, it is going to be very difficult to regain control of the account.

What can I do? what are my options here?

I do not want to offer you any false hope. But there are a few other things you can try:

Search the Microsoft security notification emails and identify every email address mentioned.
If the notification reveals the attacker's newly-added Outlook alias, go through the Microsoft Sign-in Helper and Account Recovery process again using any newly-discovered alias information.

Account Sign-In Helper:

In a Private/Incognito browser session, open: https://aka.ms/sign-in-helper
Scroll down to "Choose how you normally sign in, then enter your details"
Click "With an email address"
Enter your email address and click [OK]

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

If you have any info about your account on Xbox (e.g. Xbox gamertag), try the Xbox Account Recovery Form
https://support.xbox.com/en-US/forms/recover-your-microsoft-account

Jelle Dittmar 0 Reputation points

2026-10-17T13:44:20.3566667+00:00

Thank you for reaching out.

I don't think they have been able to change my address or password. I think my account got corrupted somewhere in the recovery process. The address changed to a weird outlook_99977ADCD (not the real address).

I've had to do a clean install and I've been busy changing as many passwords and logins as I can, but sadly all my medical, legal and licenses are linked to that email address.

When I fill in the recovery forum it says there is no account with that name. When I try to make a new account with that name I get the message that it already exists. I still have some hope but if I can't get into this account we are looking at least 50k in damages, money I don't have.

I really need to talk to someone from microsoft but actually human account support seems to be nonexistent.

I can try the xbox form, although I don't really own an xbox and only have a couple of games on that account through steam.
Hornblower409 17,065 Reputation points

2026-10-17T16:05:57.3133333+00:00
@Jelle Dittmar said

The address changed to a weird outlook_99977ADCD (not the real address).

That is an Outlook placeholder address. Looks like outlook_[long_string_of_characters]@outlook.com ?

What Microsoft assigns to an account when there are no other "real" email aliases. Somehow you have lost your original email alias.

1 -- What were you doing when you saw the placeholder ?

Using the placeholder as your email address:

2 -- Can you get into the account at https://account.microsoft.com ?

3 -- What does the Account Sign-In Helper say about the status of the account?

In a Private/Incognito browser session, open: https://aka.ms/sign-in-helper

Scroll down to "Choose how you normally sign in, then enter your details"

Click "With an email address"

Enter your email address and click [OK]

it says there is no account with that name. When I try to make a new account with that name I get the message that it already exists.

Normal. Microsoft never reuses an account alias. Even if it has been removed from the original account.

I can try the xbox form,

Don't bother. Doesn't apply in this case.

I really need to talk to someone from microsoft

Here's the steps. But they are probably only going to point you to Account Recovery and close the Chat.

Open a browser to https://support.microsoft.com/en-us/home/contact

Tell us your problem: {Whatever}

[Get Help] {Scroll down to the bottom of the page} [Sign in to Contact Support]

Sign in with any Microsoft account

Products and services: "Other Products"

Category: "Manage Account Security"

[Confirm]

Choose a support option -> "Chat with a support agent in your web browser"