Someone hacked into my Microsoft account, bypassed my 2FA, changed my email, password, and removed my phone number from the account.

Question

Someone hacked into my Microsoft account, bypassed my 2FA, changed my email, password, and removed my phone number from the account.

Glimm Kemp 0

I had to make a backup account because I can't sign into my existing account even though one is needed to contact support.

I got a series of emails from 9:20AM to 9:26AM saying that my password was requested to be reset, then an email saying my password was changed, then an email requesting a single use sign in code, then an email saying a new email address was added to my account, then an email saying my primary alias had been changed to the new email, and finally an email saying my original email address was removed from the account.

Shortly after at 9:26AM I got a text message saying my phone number had been removed from my account.

I tried to submit an account recovery form only to be told that no account existed using my old email address. So I tried to use the new email address that was added and had the information sent to a backup email address I had, only to be told (rather insultingly) that Microsoft takes privacy and security very seriously and they believed I was trying to break into an account that didn't belong to me.

So the hacker was given an open door to bypass my 2FA and change all of my information, but no matter how much information I provided to prove the account belonged to me I got turned down for "suspicious activity"

I've provided my name, card information including the name on the card and the last 4 digits used to make any purchases on the account (though this card has since been replaced so I didn't have the expiration date memorized) and information regarding the XBOX Network Device ID that I use with my Windows PC. I also provided my Gamertag, but the recovery form asked me which XBOX console I use my account on and I don't have an XBOX. I only use my account for PC games.

This has been a giant headache for me and I would really like this issue to be resolved. I can't seem to speak to an actual human about it and the customer service number keeps referring me to the website I had been using to submit the account recovery form.

Glimm Kemp 0 Reputation points

2026-10-15T17:37:18.02+00:00

I have a secure recovery email that was not tied to my Microsoft account. I've tried submitting an account recovery form and got rejected after providing as much information as I was able to. Both forms got rejected and I hit the daily limit for forms to submit. I've tried signing into my account with the new information and mentioned not having a password and my only other option is to forward a code to the email address they changed mine to, which I don't have access to since it isn't my email address. All methods of account recovery forward the information to the new email address the hacker replaced mine with.

1 answer

Your answer

Glimm Kemp 0 Reputation points

2026-10-15T17:37:18.02+00:00

I have a secure recovery email that was not tied to my Microsoft account. I've tried submitting an account recovery form and got rejected after providing as much information as I was able to. Both forms got rejected and I hit the daily limit for forms to submit. I've tried signing into my account with the new information and mentioned not having a password and my only other option is to forward a code to the email address they changed mine to, which I don't have access to since it isn't my email address. All methods of account recovery forward the information to the new email address the hacker replaced mine with.

Answer 1

Carl-L 23,620 Microsoft External Staff Moderator

Hello Glimm Kemp,

Welcome to Microsoft Q&A forum.

I hate to be the bringer of bad news. However, if the email has been changed, it is most likely that the account is not recoverable, which front-line support won't be able to help either. You can still try your luck by submitting another form at aka.ms/recovermyaccount if you haven't done so already.

In this case, I'd focus on secure your other device and account as well, the hacker can pass through 2FA, which means they have quite a lot of access to your accounts.

Thank you for your understanding.

Glimm Kemp 0 Reputation points

2026-10-16T11:10:42.8033333+00:00

Thankfully I do have access to the full email address they changed mine to, and the full email address they added as a backup to have a code sent. I got emails sent to my email address alerting me to every change they made except for what they changed the password to.

I'm not sure which device they could have access to, but I've changed the password for my email address/Google account as well.
Carl-L 23,620 Reputation points Microsoft External Staff Moderator

2026-10-17T12:53:46.23+00:00

Hello Glimm Kemp,

Thanks for letting me know.

If you still have access to the account in some way, you can try to submit for the security information change. That will be the first step of taking back the account. Otherwise, the recovery form is the only option.

Thank you for your understanding.