My son's account became completely taken over. Help us.

Louay Horani 0 Reputation points
2026-05-07T21:19:52.5833333+00:00

Hi, my son has been hacked (******@hotmail.com), they changed the alias and password.

That was the outcome of a minecraft-account phishing tactic, but due to the complete takeover of this account by the hacker, my son can't even fill in the recovery forum needed to recover his account.

We have evidences, we're looking for the right support as soon as possible.

Thank you!

Best regards, Louay

Outlook | Web | Outlook.com | Account management, security, and privacy

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  1. AI answer

    2026-05-07T21:20:13.5233333+00:00

    Because the Outlook.com / Microsoft account has been fully taken over (alias and password changed), the only supported options are the automated recovery and sign‑in helper flows.

    Use these steps:

    1. Start with the Sign‑in Helper
      • Go to the Sign‑in Helper: https://aka.ms/sign-in-helper
      • Enter the hacked Outlook.com address and follow the prompts.
      • The tool will either show self‑help options or offer a way to contact an agent for additional guidance.
    2. Use the hacked/compromised account recovery guidance
      • Follow the official steps in How to recover a hacked or compromised Microsoft account:
        • First, ensure the PC used for sign‑in is clean by running a full antivirus scan (for Windows 10/11, use Windows Defender as described in the article).
        • Then attempt to sign in and change the password if possible.
        • If sign‑in is not possible, proceed with the account recovery form (next step).
    3. Submit the Microsoft account recovery form
      • Use the account recovery form referenced in Help with the Microsoft account recovery form.
      • Provide a different, working email address where results can be sent.
      • Enter as much accurate information as possible (old passwords, services used, purchase details, etc.).
      • After submission, Microsoft sends the result to the working email within 24 hours.
      • If the account is verified, instructions to sign back in are sent to that working email.
      • If verification fails, the form can be retried (up to two times per day), each time adding any additional details remembered.
    4. Understand the limits of recovery
      • If the attacker has replaced all security info (aliases, phone, recovery email) and the automated recovery form cannot verify ownership, there is no other supported method to recover the account.
      • Microsoft Support and community forums cannot override the automated process, access the account, or send password reset links.
    5. After regaining access (if recovery succeeds)
      • Follow the guidance in How to help keep your Microsoft account safe and secure (linked from the recovery‑form article) to:
        • Review and remove any unknown aliases, forwarding rules, and automatic replies.
        • Add strong security info (e.g., Microsoft Authenticator, phone, secondary email).
        • Use a strong, unique password and keep antivirus protection enabled.

    If the recovery form and sign‑in helper both fail repeatedly, the account is treated as unrecoverable and a new Microsoft account will be needed for future use.

    References:

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

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  2. Emmanuel Santana 40,315 Reputation points Independent Advisor
    2026-05-07T22:28:37.9733333+00:00

    Hello. Sorry to hear about your son's account, the best thing you can do right now is to follow these steps and submit this recovery form:

    1. Go to: https://aka.ms/recovermyaccount
    2. Complete the form with as much detail as possible. In the section “Alternate emails or phone numbers associated with the account”, include any phone numbers, alternate emails, or even payment details (like credit cards) that were ever linked to the account.
    3. Submit the form. You should receive an email from [[email protected]] within about 15 minutes to 4 hours. This email will contain your case number (it usually starts with SIR).
    4. Check all folders for the email, including Inbox, Spam, and Junk. If nothing arrives after 4 hours, submit the form again.
    5. For guidance on filling it out, you can review: https://support.microsoft.com/account-billing/guidance-notes-for-the-microsoft-account-recovery-form-4dd8fef1-33d2-4fbe-9352-66127ab9b50e

    Just to set expectations, if the account was fully taken over and removed by a hacker, recovery chances are unfortunately very low. I’d rather be upfront so you know what to expect.

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