Account hacked

Question

Account hacked

Adrian 0

My account got hacked just over a month ago, I lost all access to it, I tried recovering it through the form, but the hacker put on a 2 step verification, a passkey, changed the password and the recovery email, I tried getting help from the help centre, but it's just AI's speaking to me when I want to speak to a real person, anyone who could help me?

John Jefferson Doyon 91,020 Reputation points Independent Advisor

2026-10-16T18:25:41.67+00:00
Hi, @Adrian

I understand how important your account is to you, so I’m going to be honest. If the email address has been changed and two-factor authentication has been enabled by the hacker, unfortunately, the account may no longer be recoverable.

Just to confirm:

Try searching for the account using these steps from Microsoft: https://support.microsoft.com/account-billing/forgotten-your-microsoft-account-username-b2049472-3b8f-27d3-61c6-67a668453f4c

Click on "Search" and follow the instructions provided.

If you receive any error messages, such as “account doesn’t exist” or anything else, please let me know.

Thanks!

1 answer

Your answer

John Jefferson Doyon 91,020 Reputation points Independent Advisor

2026-10-16T18:25:41.67+00:00

Hi, @Adrian

I understand how important your account is to you, so I’m going to be honest. If the email address has been changed and two-factor authentication has been enabled by the hacker, unfortunately, the account may no longer be recoverable.

Just to confirm:

Try searching for the account using these steps from Microsoft: https://support.microsoft.com/account-billing/forgotten-your-microsoft-account-username-b2049472-3b8f-27d3-61c6-67a668453f4c

Click on "Search" and follow the instructions provided.

If you receive any error messages, such as “account doesn’t exist” or anything else, please let me know.

Thanks!

Answer 1

If two-step verification was added by the attacker, the standard account recovery form does not work around that security setting. The supported path is to use the Microsoft sign-in helper first, then contact Microsoft Support through the public support flow to reach a live agent.

Recommended path:

Start with the Microsoft sign-in helper.
- Enter the email address or phone number for the compromised account.
- The tool can identify the issue, guide available self-help, and may offer the chance to talk to an agent.
If the account was hacked, follow the hacked-account recovery steps.
- Before changing any password on the affected device, run a full antivirus scan.
- Then try the password change or reset options if they are still available.
- After regaining access, review connected accounts, forwarding, and automatic replies.
If the attacker changed the sign-in alias, username, password, recovery email, passkey, and enabled two-step verification, use Microsoft Support contact flow for a real person.
- Go to Contact Microsoft Support.
- Enter Account Recovery or account security.
- Select Get Help.
- Then select Contact Support.
- Choose Other Products.
- Choose Manage account security.
- Select Chat with a support agent in your web browser if shown.
- Provide a safe contact address for follow-up and explain that the attacker replaced recovery information and enabled two-step verification.
If the account is now locked, try signing in at https://account.microsoft.com.
- If the normal Let's prove you're human option does not appear, use the reinstatement link shown in that lock message and follow the instructions.
- Do not submit repeated reinstatement requests, because that can slow review.
Secure anything still under control now.
- Change the password for the email account that is still accessible.
- Review its security info.
- Enable two-step verification there.
- Do not share receipts, recovery codes, passwords, or other personal details in public posts.

Important limits:

Support agents cannot send verification codes or directly change account details without the required verification process.
If verification codes are not available, support agents are not allowed to send them manually.
For work or school accounts, the organization help desk must clear two-step verification settings on a lost device scenario; personal Microsoft accounts use the consumer recovery and support flows above.