Account has been hacked and cant recover.

Lisa Gordon 0 Reputation points
2026-10-10T22:40:36.5766667+00:00

Ok this may get long, first I am using my moms account right now because I cannot access my account at the moment as it was hacked earlier today. I tried calling the phone support but the ai was not helpful and told me that because of the issue, I have to use the website. Which was also not helpful because when I tried to do all the things the website said to do to recover my account it said my account didnt exist. Then I learned that whomever hacked my account removed my email from my account and then added their own to it which and I cant change that password because they have another email and a recovery code. I dont know what I am supposed to do. So far it seems like they have only accessed the microsoft portions of my account and not the google applications. I have a lot of sensitive and private things on my one drive and on my computers which it seems like they now have access to. I would like to hopefully kick them off my account and then put my email back where it was and put everything back to the way it was. Help would be greatly appreciated. And hopefully a human to talk to and not the support ai.

I have not tried to sign into my computer yet as I hope that doesnt give them access to it. Every microsoft app in my phone has been signed out of. When I try account recovery thing like the account.live.com/acsr or something, I cant put in my email because it says it doesnt exist, probably because the person who hacked my account removed it.

Also I have no idea what tags to put for this.

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Kai-H 28,425 Reputation points Microsoft External Staff Moderator
    2026-10-11T10:26:48.9966667+00:00

    Hi, Lisa Gordon

    I’m sorry you’re dealing with this, especially with private files involved. There are two options worth checking:

    Try the username lookup page, using a recovery email or phone number you previously linked to the account, rather than the removed sign-in address. If that information is still linked, you can receive a code and see a hint of the account’s current username. This identifies the account; it does not restore access by itself.

    If you can reach the account’s security page and see “Your security info change is still pending,” select “let us know” near the bottom and follow the prompts to report that you didn’t authorize the change. This is a separate option specifically for unauthorized security-information replacement. It only applies if the change is still pending and you can reach that screen.

    I don’t want to promise that either option will work if the attacker has already removed every recovery method.

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