Microsoft account hacked and account recovery tool is not helping at all

Question

Microsoft account hacked and account recovery tool is not helping at all

ziraeal 0

I am on a separate account made for the purposes of receiving help, my account was hacked and the email both used for the account itself and the recovery email tied to the account have been changed to a different email not owned by me, I have tried the account recovery tool and despite me giving all the information that I can possibly give I am told that it is insufficient, I have tried calling Microsoft which has lead to being both hung up on and told there’s nothing that can be done, I have also talked to a Microsoft agent online where I was just told to use the account recovery tool again.

This Microsoft account has my Xbox account and entire Microsoft store account tied to it and I really just want to be able to reclaim the account but so far I've had zero luck what so ever with Microsoft support.

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Answer 1

Hello ziraeal,

Welcome to Microsoft Q&A forum.

It's unfortunate to hear that your account has been hacked. However, 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. In this case, since the email has been changed, the account is likely not recoverable. However, you can still try to submit a form at aka.ms/recovermyaccount if you haven't done so already.

I understand that this is not the results you expected, however regarding the access limitation, this is the best I can do as a forum moderator. Thank you for your understanding.