my Microsoft account was hacked password changed and recovery account changed

If Microsoft shows “Your security info change is still pending,” use the “let us know” link immediately; otherwise, the remaining supported option after a denied request is a stronger recovery-form submission, limited to two attempts per day.

Check for a pending security-information change

Because the attacker changed the recovery address, try signing in at the Microsoft account Security page:

1. Open https://account.live.com/proofs/Manage.
2. Enter the original Microsoft/Outlook.com address.
3. If “Your security info change is still pending” appears, select let us know near the bottom.
4. Follow the prompts indicating that you did not make the change.

This is a distinct process for reporting an unauthorized replacement of all security information. Microsoft places such changes into a 30-day pending state and notifies the original security contact; the waiting period cannot otherwise be expedited.^1^

If that page does not show the pending-change message, this procedure does not apply.

After the recovery request was denied

Since both the recovery request and Sign-in Helper have already been tried, do not keep submitting the same information. Microsoft permits another recovery request—up to two per day—but it needs additional, accurate evidence.^2^

Before resubmitting:

1. Review Microsoft’s guidance for filling out the recovery form: https://support.microsoft.com/en-us/account-billing/b19c02d1-a782-dee6-93c3-dc8113b20c42
2. Complete it from a device and location previously used with the account, if available.
3. Use the original account address, not an address substituted by the attacker.
4. Add accurate information not included previously, such as:
   • Previous passwords.
   • Xbox gamertag or Microsoft services associated with the account.
   • Billing details and approximate purchase dates, if any.
   • Outlook contacts and message details that only the account owner would likely know.
5. Use a separate, secure email address that you currently control for Microsoft’s response.

Having no purchases does not provide purchase evidence, but it does not prevent using other ownership information. Do not invent answers; inaccurate guesses can weaken the submission.

What Microsoft Support can and cannot do

Microsoft’s support agents cannot manually access the account, replace its security information, or send a password-reset link. This restriction remains even when the account was stolen, so a chat agent cannot bypass a failed identity-verification decision.^2^

For procedural help, Contact Microsoft Support using another Microsoft account:

1. Open https://go.microsoft.com/fwlink/?linkid=2300955.
2. Enter the account-recovery problem and select Get Help.
3. If offered, select Contact Support and sign in with another personal Microsoft account.

Support can route or explain the available recovery process, but cannot directly alter the compromised account.^3^

Secure everything else now

Before changing any more passwords, run a full malware scan on devices used with the account: Windows Security → Virus & threat protection → Scan options → Full scan → Scan now.^4^

Also:

• Change the password of the Gmail/contact account used for recovery.
• Enable two-factor authentication on that Gmail account.
• Change any other account using the same or a similar password.
• Contact banks or card issuers if payment details were stored in the Microsoft account.
• Preserve Microsoft emails and case numbers, but never post addresses, codes, receipts, or card details publicly.

If neither the pending-change “let us know” route nor a sufficiently verified recovery submission succeeds, Microsoft does not document another method that can override ownership verification.

References

1. What does “Security info change is still pending” mean? | Microsoft Support
2. Account recovery unsuccessful | Microsoft Support
3. How to help keep your Microsoft account secure | Microsoft Support
4. How to recover a hacked or compromised Microsoft account | Microsoft Support