Microsoft account recovery rejected feels impossible to recover after being hacked

antek milosz 0 Reputation points
2026-10-16T22:54:35.5433333+00:00

My Microsoft account was compromised. The email address and password were changed by someone else, and I can no longer sign in or reset the password through normal means.

I submitted the official account recovery form and provided the details I still had (device information, approximate account history, and old purchase records). After review, Microsoft replied that the information either does not match their records or is incomplete, and the case was closed. I have already opened a new recovery request with the same available information.

At this point it feels almost impossible to get a Microsoft account back once it has been fully taken over.

Is there any additional official process or recommended next step when the recovery form keeps getting rejected because the provided details do not match?

Thank you.

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Brian Tillman 27,700 Reputation points Independent Advisor
    2026-10-17T01:23:24.3433333+00:00

    Hi. I'm Brian and I'll try to help.

    When you try to log in, exactly what happens? Do you receive an error message? If so, please include it here exactly as it appears on your screen. Are you told that the account doesn't exist? Where you using an address that uses a Microsoft domain like @outlook.com, @hotmail.com, @msn.com or @live.com or were you using a non-Microsoft address? If you were using an address with a Microsoft domain, it's likely you'll never recover the account and the address will be permanently disabled as well so you won't be able to create a new account using that same address.

    Have you seen Microsoft's guidance for a compromised account here: https://support.microsoft.com/account-billing/24ca907d-bcdf-a44b-4656-47f0cd89c245? What have you tried so far to recover the account, other that the recovery procedure you mentioned? Was it the form mentioned here https://support.microsoft.com/account-billing/b19c02d1-a782-dee6-93c3-dc8113b20c42?

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