Microsoft has taken over my computer and I cannot get into my accounts

Question

Microsoft has taken over my computer and I cannot get into my accounts

Dani Lue 0

I purchased Microsoft Pro about 6 years ago. I do all the updates when they are available. Well now I cannot used any programs, all of a sudden I am signed into the cloud, which I did not authorize at all, which they are saying is full and I need to buy storage. I cannot find my access key number, so it will not let me use Microsoft products that I paid for 6 years ago. Feels like a virus from Microsoft, as I keep getting popups constantly. Just spent 2 hours trying to stop this hack. Does anyone else have this problem? Please help.

Dani Lue 0 Reputation points

2026-10-16T17:29:07.1833333+00:00

AI bot replied:

The constant pop-ups are not a normal Microsoft takeover. That pattern can match a tech support scam or a compromised account/device state. Recommended path: If there is any sign that the account or PC may be compromised, run a full malware scan before changing anything important. Open Virus and threat protection Select Scan options > Full scan > Scan now Keep antivirus updated After the scan, change or reset the Microsoft account password. If sign-in still works, use Change password. If sign-in does not work, use Reset your password or the Sign-in Helper tool. [---]

I need to talk to a human, not AI, to help me with the takeover of my computer. I I thought I was deleting off the cloud, now a lot of my photos are gone!
Stefan Blom 354.6K Reputation points MVP Volunteer Moderator

2026-10-16T17:44:27.1666667+00:00

@Dani Lue

You can reject the AI-generated reply from "AI answer," since it didn't help.

Answer accepted by question author

Stefan Blom 354.6K MVP Volunteer Moderator

Could you give some specific examples of messages that you see? Are your Office apps reporting that they are unlicensed? Or what do you see, exactly?

Dani Lue 0 Reputation points

2026-10-16T19:32:48.2866667+00:00

Yes, I am blocked from using any of my files, Word, Excell, etc. A pop-up states I have to pay for MS 365

2 additional answers

Your answer

Dani Lue 0 Reputation points

2026-10-16T17:29:07.1833333+00:00

AI bot replied:

The constant pop-ups are not a normal Microsoft takeover. That pattern can match a tech support scam or a compromised account/device state. Recommended path: If there is any sign that the account or PC may be compromised, run a full malware scan before changing anything important. Open Virus and threat protection Select Scan options > Full scan > Scan now Keep antivirus updated After the scan, change or reset the Microsoft account password. If sign-in still works, use Change password. If sign-in does not work, use Reset your password or the Sign-in Helper tool. [---]

I need to talk to a human, not AI, to help me with the takeover of my computer. I I thought I was deleting off the cloud, now a lot of my photos are gone!
Stefan Blom 354.6K Reputation points MVP Volunteer Moderator

2026-10-16T17:44:27.1666667+00:00

@Dani Lue

You can reject the AI-generated reply from "AI answer," since it didn't help.
Dani Lue 0 Reputation points

2026-10-16T19:32:48.2866667+00:00

Yes, I am blocked from using any of my files, Word, Excell, etc. A pop-up states I have to pay for MS 365

Answer 1

Stefan Blom 354.6K MVP Volunteer Moderator

Yes, I am blocked from using any of my files, Word, Excell, etc. A pop-up states I have to pay for MS 365

Is your Microsoft product listed in your account at https://account.microsoft.com/services ?

Are you able to reactivate using your account? If you have a one-time payment (perpetual) license such as Office 2024 or Office 2021, see https://support.microsoft.com/en-us/windows/activation/activate-microsoft-perpetual-products-using-the-product-activation-portal .

0 comments

Answer 2

The constant pop-ups are not a normal Microsoft takeover. That pattern can match a tech support scam or a compromised account/device state.

Recommended path:

If there is any sign that the account or PC may be compromised, run a full malware scan before changing anything important.
- Open Virus and threat protection
- Select Scan options > Full scan > Scan now
- Keep antivirus updated
After the scan, change or reset the Microsoft account password.
- If sign-in still works, use Change password.
- If sign-in does not work, use Reset your password or the Sign-in Helper tool.
If the account may have been hacked, review account settings that attackers often change:
- connected accounts
- forwarding
- automatic replies
If sign-in is blocked or the username is no longer recognized:
- Use the Sign-in Helper tool
- If verification codes are failing, use the verification code troubleshooting steps
- If the username is not recognized anymore, follow My username has stopped working
If this is a work or school account, password recovery is handled through the organization’s IT admin or the Work or school password reset process.
If self-help does not resolve it, use I need to talk to a customer support agent.

The provided information does not include a supported fix for the missing Office product key or the storage/activation behavior for a 6-year-old Office purchase, so the safest supported next step is to secure the PC and Microsoft account first, then use the sign-in and support paths above.