Account Hacked, desperate for assistance

Damian 20 Reputation points
2026-11-10T23:51:56.1566667+00:00

Hello!

My Microsoft account was recently compromised and I was able to log back in after resetting the password and verifying my identity. At first I was unable to even log in as Microsoft did not recognize my email (the hacker had changed it to something else) but after finding a way to see the full email that was used to take my account, I was able to reset the password.

I verified my identity by using details that prove I am the owner of the account. I was able to log in to my account (the current account I am posting this question on) but the hacker added an authenticator after changing the emails the account is associated with. I have no way of removing the authenticator because it directs me to the account recovery form which then resets ONLY the password. When I log in, I have to reverify my identity over and over, to no avail. Verifying my identity only allows me to reset my password.

I'm not sure what the next steps are. It does nothing else to the authenticator information that was added AFTER my account details were very OBVIOUSLY hacked and changed. The authenticator is the hacker's authenticator.

I just want to play Minecraft with my family on my 12 year old account. Can someone please help or provide instruction on what to do next to fully recover my account?

Microsoft 365 and Office | Subscription, account, billing | For home | Other
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Answer accepted by question author
Ian-T 16,365 Reputation points Microsoft External Staff Moderator
2026-11-11T05:02:14.0866667+00:00

Hi @Damian

I’m very sorry you’re dealing with this, especially after successfully proving ownership and regaining partial access to a 12-year-old account.

Resetting the password does not automatically remove the authenticator or other security information added by the attacker. Since the verification method shown is not yours, please use Microsoft’s Sign-in Helper and follow the compromised-account prompts. It may provide the appropriate recovery steps or an option to contact an agent.

If you can reach the account’s Security page, select Manage how I sign in and check whether the unfamiliar Authenticator method can be removed. Do not remove your only accessible verification method until you have added one that belongs to you.

Also check whether the account shows a pending security-information change. If you see an option such as Let us know or I didn’t make this change, select it immediately. Two-step verification cannot be cleared simply through another password reset, so repeatedly using the recovery form may continue producing the same result

Please note that this is a user-to-user support forum. Moderators and contributors cannot access accounts or Microsoft’s back-end systems. We can only provide technical guidance on reported incidents, requests and ideas 

Thank you for your understanding

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