my account got hacked

rashed ereifej 0 Reputation points
2026-10-14T02:33:37.99+00:00

Hello Microsoft. my account got hacked i tried logging in using a lot of methods it leads to one problem someone stole my account they changed the email to a different one i used your instruction to try and recover it but it wont work after i go through the recovery process they close the case and that is a loop i can keep getting their emails but there is no use for that when i use my original email it says it doesn't exist they changed the emails twice now and i tried recovering it twice but nothing happens it just closes the case i have done purchases on the account i have all the payment info if that helps and please don't direct me to an AI i tried their methods and none worked please direct me to an agent

Outlook | Web | Outlook.com | Account management, security, and privacy

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  1. Chloe-V 13,960 Reputation points Microsoft External Staff Moderator
    2026-10-14T07:03:57.82+00:00

    Hi @rashed ereifej

    I’m sorry you’re still unable to recover the account after trying the available recovery methods several times.

    Since the attacker appears to have changed the primary sign-in address and your original email address is no longer recognized, please use another Microsoft account that you can access to contact Microsoft Support:

    • Open Contact Microsoft Support.
    • Select Show expanded list of products.
    • Choose Outlook > Get Home support.
    • Enter Account Recovery, then select Get Help > Contact Support.
    • Sign in with another Microsoft account if you cannot access the affected account.
    • Under Ask our Support Assistant, enter Talk to a live chat agent.
    • Select Other Products > Manage Account Security > Chat with a support agent via web browser, if available.

    As the affected account is no longer recognized, this is the only available way to contact Microsoft Support directly about the account. When connected, explain that the account was taken over, the primary sign-in address was changed without your permission, and the original address now shows that the account does not exist.

    Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas only.

    I hope the support agent can review your case and advise whether any additional verification option is available.

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.  

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  2. AI answer

    2026-10-14T02:33:55.4233333+00:00

    Use the hacked-account recovery path first, then the support contact path.

    1. Start with the Microsoft account Sign-in Helper for hacked accounts. It asks for the email address or phone number and either shows self-help or offers the chance to talk to an agent.
    2. Before changing anything, run a full malware scan on the PC that was used to sign in to the account. Microsoft recommends doing this before changing the password.
    3. If sign-in is still blocked and the original address now says the account does not exist, use the Microsoft account recovery form guidance.
      • If the message says “The Microsoft account you've entered does not exist”, check the spelling carefully.
      • If recovery is submitted, the result is sent to the working email address provided in the form within 24 hours.
      • If Microsoft cannot verify the account, the form can be retried up to two times per day.
    4. If two-step verification was turned on and there is no access to any alternate verification methods, Microsoft states support agents cannot send password reset links or access and change account details.
    5. If two-step verification was not turned on and the verification options shown are unfamiliar, use the Sign-in Helper tool.
    6. If the account can be recovered, immediately:
      • change the password,
      • review connected accounts,
      • review forwarding,
      • review automatic replies,
      • add another way to sign in or verify,
      • consider going passwordless with Microsoft Authenticator.

    About payment history: support guidance does not state that purchase or payment records can be used by agents to manually restore access. Microsoft states support agents and advocates are not allowed to send password reset links or change account details.

    For speaking with support, Microsoft provides a support contact path here: I need to talk to a customer support agent.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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