How to contact support if password has been stolen

SB 0 Reputation points
2026-11-10T22:18:31.8633333+00:00

My wife is desperately trying to contact support to recover her account, but she can't find a way. It seems someone has guessed her password and changed it, and also changed the associated phone number and secondary email. Is there a contact number, or a chat with a real human, where she can explain the situation and try to recover her account?

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Ian-T 16,795 Reputation points Microsoft External Staff Moderator
    2026-11-11T02:48:10.3266667+00:00

    Hi @SB

    First, please feel free to check out the AI answer

    I’m sorry your wife is dealing with this. Since the password, phone number, and secondary email were all changed, this should be treated as a compromised account rather than a normal password-reset issue.

    Submit the https://account.live.com/acsr from a device and location your wife previously used with the account. Include as much historical information as possible, such as old passwords, contacts, recent email subject lines, Skype details, or Xbox information. An approximate answer is better than leaving a field blank.

    Please note that forum moderators and support agents cannot manually change the account details or grant access without passing the ownership checks, even through chat or phone support. In the meantime, your wife should immediately change the passwords for any connected email accounts and other services where the same password was used.

    Thank you for your understanding and have a nice day!

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  2. AI answer

    2026-11-10T22:18:49.1233333+00:00

    There is no published direct phone number or email address for this scenario in the available support guidance. The supported path is to use Microsoft’s sign-in helper or Contact Support flow.

    Recommended steps:

    1. Start with the sign-in helper tool.
      • It can guide account recovery based on the email address or phone number and may offer the option to talk to an agent.
    2. If the account was hacked, first run a full antivirus scan on the PC before changing the password.
      • In Windows Security, open Virus and threat protection.
      • Select Scan options > Full scan > Scan now.
    3. Then try to reset the password.
      • If the sign-in name is not recognized, check whether the correct email domain is being used, such as .com versus .co.uk.
      • If the primary email is no longer recognized, try another alias or phone number previously associated with the account.
    4. If self-service recovery does not work, use Contact Microsoft Support.
      • Enter the problem and select Get Help.
      • If needed, select Contact Support to reach the best available support option.
      • Community guidance in similar cases indicates using the support flow, searching for Account Recovery, then choosing Get Help and Contact Support to reach live chat when available.
    5. If the account is locked or blocked due to suspicious activity, sign in at https://account.microsoft.com.
      • If sign-in is not possible, use the Microsoft account sign-in helper.
      • For some locked-account cases, the sign-in page provides a reinstatement link that begins with aka.ms/. Submit that form once and wait for the Microsoft Online Safety review.

    Important limits:

    • Microsoft support cannot retrieve or circumvent a lost or forgotten password.
    • Support agents are not allowed to send password reset links or directly change account details.
    • If the attacker changed the sign-in details and recovery methods, support can still be contacted through the Contact Support flow using another accessible Microsoft account.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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