Account hacked!

Start with Microsoft’s hacked-account Sign-in Helper; if it cannot recognize the original Hotmail address, use the Contact support option in the username-recovery guidance and report that the account’s sign-in alias was changed without authorization. ^1^ ^2^

Recover the account

1. Use a trusted, malware-free device.
   • On Windows, open Windows Security → Virus & threat protection → Scan options → Full scan → Scan now.
   • Complete the scan before changing the Microsoft account password. ^1^
2. Open the hacked-account recovery page and start the Sign-in Helper.
   • Enter the original Hotmail address.
   • Choose the option indicating that someone else may be using the account.
   • The helper will show available self-service recovery methods and may offer contact with an agent. ^1^
3. If another alias or phone number previously belonged to the account, try it. Microsoft specifically recommends using another email alias or phone number when the original username is no longer recognized. ^2^
4. If Microsoft still says “We couldn't find an account with that username,” contact support from that same guidance page. Tell the support advocate:
   • The original Hotmail username is no longer recognized.
   • A notification said the account was renamed to an unfamiliar Outlook.com address.
   • The verification destination is not yours.
   • You need the account treated as compromised and the current recovery route identified.
   Microsoft’s official username guidance specifically directs users who still receive the account-not-found message to contact support and state that the username stopped working. ^2^

Recovery form

If the Sign-in Helper offers the Microsoft account recovery form, use the accessible Gmail address as the contact address. Complete the form from a device and location previously used with the Hotmail account, and provide as much exact historical information as possible:

• Previous passwords
• Exact email subject lines
• Contacts and mailbox folder details
• Earlier security information
• Skype or Xbox information, if those services were connected

Microsoft sends the result to the working contact address, normally within 24 hours. An unsuccessful request can be retried up to twice per day. If two-step verification had already been enabled and none of its verification methods remain accessible, Microsoft states that support cannot bypass it or issue a reset link. ^3^

Support must verify ownership through Microsoft’s recovery systems; agents cannot manually change account details or send password-reset links. ^4^

After access is restored

1. Change the password to a new, unique password.
2. Open Security → Review activity. For entries you did not make, select This wasn’t me or Secure your account, as displayed. ^5^
3. Remove unfamiliar verification methods and add an email address and phone number you control.
4. Enable Microsoft Authenticator or another additional sign-in method. ^4^
5. In Outlook.com, inspect connected accounts, forwarding, and automatic replies for unauthorized changes. ^1^
6. Change the password and enable two-step verification on the accessible Gmail account as well, especially if its password was reused anywhere.

Do not post either address, verification destinations, passwords, recovery codes, receipts, or account identifiers in this public forum.

References

1. How to recover a hacked or compromised Microsoft account | Microsoft Support
2. My username and password have stopped working | Microsoft Support
3. Help with the Microsoft account recovery form
4. How to help keep your Microsoft account secure | Microsoft Support
5. What happens if there's an unusual sign-in to your account | Microsoft Support