Microsoft account hacked, original security emails removed, cannot recover account

Contact Microsoft Support from a separate working Microsoft account and request an account-security investigation because the compromised account’s original sign-in alias is no longer recognized.

Escalate to a support agent

1. Open I need to talk to a customer support agent.
2. Sign in with another Microsoft account. Create a temporary account if necessary; do not use the attacker-controlled address.
3. Enter Account Recovery or Account sign-in issues.
4. Select Get Help and then Contact Support.
5. If product/category choices appear, select:
   • Other Products
   • Manage Account Security
   • Chat with a support agent in your web browser
6. If the initial route does not expose chat, select Show expanded list of products → Outlook → Get Home support, enter Account Recovery, and request Talk to live chat agent. This route is documented in a closely matching case where the attacker removed the original alias and the recovery form reported that the account did not exist.^1^

Tell the agent:

My personal Microsoft account was compromised. The password, primary sign-in alias, and security information were changed without authorization. My original address now returns “account does not exist,” so self-service recovery cannot identify the account. Please create an account-security case and determine whether it can be investigated using the historical account and purchase information.

Ask for the case number before ending the session.

Prepare the evidence package

Provide information only through Microsoft’s official support or recovery workflow:

• Original email address and all former aliases
• A working contact email
• Approximate account creation date
• Previous passwords
• Microsoft Store order IDs and receipts
• PC Game Pass subscription and billing details
• Last four digits of the payment method, if requested—never send a full card number in ordinary chat
• Xbox gamertag and frequently used console hardware ID, if applicable
• Devices and locations previously used to sign in
• Copies of Microsoft security notifications, including dates and times
• The attacker’s replacement address, if visible in a legitimate Microsoft notification

Microsoft specifically uses historical passwords, service information, and frequently used Xbox console hardware IDs as recovery evidence.^2^

Important limitation

A support agent can document and route the compromise, but Microsoft states that support agents cannot manually send password-reset links or directly access and change account details. Purchase receipts and payment records are useful evidence, but they do not by themselves guarantee restoration.^2^

Because the original address is no longer recognized, repeatedly submitting the same recovery form under that address is unlikely to move the case forward. Microsoft’s official compromised-account guidance says its sign-in helper may either provide the applicable self-help route or offer an opportunity to speak to an agent.^3^

If support asks you to use the recovery form again, ask which currently recognized identifier should be entered. Complete it from a device and location previously used with the account, provide a separate working contact email, and include as much historical information as possible. Microsoft normally sends the form result to that contact address within 24 hours.^2^

Protect related accounts now

While the case is open:

• Change the password of the original email mailbox and any account that reused the Microsoft password.
• Enable multifactor authentication on those accounts.
• Review payment statements and contact the payment provider about unauthorized charges.
• Run a full malware scan on devices previously used with the account. Microsoft recommends completing the scan before changing a recovered account’s password.^3^

References

1. HACKED ACCOUNT - Microsoft Q&A
2. Help with the Microsoft account recovery form | Microsoft Support
3. How to recover a hacked or compromised Microsoft account | Microsoft Support