My account is compromised

Contact Microsoft Support from a separate working account, report “account takeover—the attacker replaced the primary sign-in alias and removed my original alias,” and request an account-takeover review; this public forum cannot open or escalate a ticket.

Open the support request

1. Go to Contact Microsoft customer support.
2. Sign in with another working Microsoft account. Create a temporary account if necessary.
3. Enter Account recovery and select Get Help.
4. If self-help does not resolve it, select Contact Support.
5. Choose the closest available options for Microsoft account/Other products and Manage account security.
6. Select chat or callback if offered. Contact methods depend on the product, scenario, subscription, and operating hours.^1^
7. Give the agent this concise description:

My personal Microsoft account was taken over. The unauthorized party replaced the primary sign-in alias and removed my original email, so the original username is no longer recognized. Please create an account-takeover case and determine whether it qualifies for account-takeover review. I can provide previous passwords, registration details, Xbox gamertag/device information, the approximate breach time, and other ownership evidence through a private channel.

A closely matched Microsoft Q&A case specifically recommends contacting support from another account, describing the replaced primary alias, retaining the case number, and asking whether the case qualifies for account-takeover review.^2^

Support agents cannot directly change account details or issue password-reset links; recovery still depends on Microsoft verifying ownership.^3^

Submit the takeover recovery form

Also submit the dedicated account-takeover form:

https://aka.ms/recovermyaccount

Use a working contact email you control. Enter previous email addresses or phone numbers associated with the account where requested. A matched takeover case reports that this process creates a case for review.^4^

For the strongest ownership submission:

• Complete it on a device and from a location previously used with the account.
• Supply old passwords, exact Outlook.com email subject lines and contacts where requested.
• For Xbox, provide the hardware ID from a console used frequently—preferably the older console if one was recently replaced.
• Include as much accurate historical information as possible. Microsoft sends the result to the working contact address, normally within 24 hours; an unsuccessful form may be retried up to twice daily.^5^

If the original address produces “The Microsoft account you’ve entered does not exist,” tell the support agent that the username stopped working after an unauthorized alias replacement. Microsoft’s guidance specifically directs users with that message to assisted support.^6^

Protect evidence and other accounts

• Do not post passwords, recovery codes, full attacker addresses, receipts, order numbers, console IDs, or other identifying details publicly. Provide ownership evidence only in Microsoft’s private form or support session.
• Keep screenshots of security notices and the unfamiliar aliases, but do not contact the attacker.
• From a clean device, change passwords on the original email account and any account that reused the same password.
• Run a full malware scan before changing passwords: Windows Security → Virus & threat protection → Scan options → Full scan → Scan now.^7^
• Contact the card issuer immediately if there are unauthorized charges.

The available information establishes an account takeover and alias replacement report, but it does not by itself establish the precise technical method used.

References

1. Get Help for Microsoft personal account users | Microsoft Support
2. Microsoft account compromised: primary alias changed and original email no longer recognized - Microsoft Q&A
3. Contact Microsoft customer support | Microsoft Support
4. My account got hacked. - Microsoft Q&A
5. Help with the Microsoft account recovery form | Microsoft Support
6. My username and password have stopped working | Microsoft Support
7. How to recover a hacked or compromised Microsoft account | Microsoft Support