support required with hijacked account

Question

support required with hijacked account

Danya Nevo 0

Subject: URGENT — Hijacked Microsoft Account — Original Gmail Alias Removed and Replaced

Hello Microsoft Support,

I am contacting you from a separate Microsoft account because the owner of the affected account has lost access to their original account.

Affected account details:

Original email address: [--PII--]

New email address apparently added by the attacker: [--PII--]

Safe contact email for this support request: [--PII--]

Date of incident: [--PII--]

Description of the incident

[--PII--]

These security changes were not authorized by the account owner.

Following these events, the original Gmail address appears to have been removed from the Microsoft account and replaced with the following Outlook address, which the owner does not recognize:

[--PII--]

The owner can no longer sign in using the original Gmail address. Microsoft's official account recovery form at https://account.live.com/acsr returns the error:

"The Microsoft account you've entered does not exist."

This prevents us from proceeding with the standard account recovery process using the original address.

Assistance requested

We request assistance investigating this suspected account takeover and guidance on recovering the account after an unauthorized change to its sign-in alias.

Specifically, we would appreciate guidance on how Microsoft can identify the affected account using its original email address and investigate the unauthorized replacement with the new Outlook address.

We can provide the original security notification emails, screenshots of the recovery error, and additional historical account information to help verify ownership.

I am contacting you through my own accessible Microsoft account because the owner of the affected account can no longer access theirs.

Please advise us on the appropriate recovery procedure and whether this incident can be referred to the relevant account security or recovery team.

Thank you for your assistance.

Affected account's original email: [--PII--]

Suspected unauthorized replacement email: [--PII--]

Safe contact email: [--PII--]

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1 answer

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Answer 1

Hi Danya Nevo,

Please note that our Microsoft Q&A forum is a public platform, and we will modify your response/ question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

I’m sorry to hear about this situation.

Based on the information you provided, it appears that the affected Microsoft account may have been compromised and that unauthorized changes were made to the account's security information and sign-in aliases. According to your description, the original Gmail address is no longer recognized, and the account recovery form reports that the account does not exist.

Unfortunately, Microsoft Q&A is a public community forum. Community members and moderators do not have access to Microsoft's account records and cannot investigate account ownership, identify the current sign-in alias, restore removed aliases, reverse security changes, or escalate cases directly to an internal account recovery team.

As community members, our ability to assist with account recovery is very limited. Since this appears to involve a potentially hijacked account, I recommend contacting Microsoft Support directly to determine whether any account recovery options remain available and whether they can provide guidance based on the current state of the account. While support cannot guarantee recovery, they are the only official channel that can review the situation and advise on any available recovery methods.

I understand how frustrating and concerning this situation is, especially when the account appears to have been taken over. While the community is unable to recover the account on your behalf, I hope you are able to reach the appropriate support channel and determine whether additional recovery options are available.