Account hacked

Paola Siles 0 Reputation points
2026-11-08T20:26:49.66+00:00

My account just got hacked and the hacker immediately changed all the details including the email itself so when i go to microsoft support to submit a form and enter the email it says it does not exist... what do i do

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. EmilyS726 279.1K Reputation points Independent Advisor
    2026-11-08T20:59:39.8366667+00:00

    Hello

    It sounds like your account might have been hacked and taken over.

    I am so sorry this happened. Please fill out the Recover My Account form: https://aka.ms/recovermyaccount

    Instruction for each field can be found here: https://support.microsoft.com/accounts-billing/manage/guidance-notes-for-the-microsoft-account-recovery-form

    Contact email: Use an email address you currently have access to. This is where Microsoft can contact you regarding your request.

    Response time: A response may take around 5 business days, although this is not guaranteed. Please save this to your safe sender: [email protected]

    Date of birth: Pay close attention to the required date format. This is an area where users sometimes make mistakes because it is asking for US date format.

    Account information: Provide as much accurate information as possible. If you genuinely don't know an answer, it is better to leave it blank if allowed rather than guess.

    Device and location: If possible, complete the form using a computer, Wi-Fi network, and location you normally use to access your account. This may help Microsoft recognize your usual sign-in activity.

    ============================

    Also, to avoid any misunderstanding or false expectations, I'm an independent community user. I can help you navigate and make sure you are using the right tool/resources, but I don't have access to your account and cannot manually recover or unblock it. The final decision is made by the account security review team, so I cannot guarantee the outcome.

    Microsoft Support also cannot bypass the required account verification or reinstatement process.

    Lastly, please don't share any passwords, verification codes, or other private account information here, as this is a public forum.

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  2. AI answer

    2026-11-08T20:27:04.5866667+00:00

    If the hacker changed the email alias and the original address now shows as not existing, use the Microsoft account recovery path for compromised accounts instead of relying only on the normal sign-in flow.

    1. First, scan the PC for malware before changing or recovering anything.
      • Open Virus and threat protection.
      • Select Scan options > Full scan > Scan now.
    2. Use the Microsoft Sign-in Helper tool.
      • This tool asks for the email address or phone number and either shows self-help steps or offers the chance to talk to an agent.
      • If the normal recovery flow does not recognize the old address, this is the next supported path.
    3. Submit the Microsoft account recovery form from a familiar device and location.
      • Use a device previously used to sign in to the account, ideally from a usual location such as home or office.
      • Provide as much accurate history as possible, including old passwords.
      • Check saved passwords in the browser or Windows Credential Manager if needed.
      • Microsoft sends the result to the working email address entered at the start of the form within 24 hours.
      • If verification fails, the form can be retried up to two times per day.
    4. If the account is locked for suspicious activity, use the reinstatement flow shown during sign-in.
      • If Let’s prove you’re human does not appear, select the aka.ms/ link shown in the lock message and follow that reinstatement process.
      • After submission, a Microsoft Online Safety support agent reviews the request and contacts by email.
      • Do not submit additional reinstatement requests, because that can slow the response.
    5. After access is restored, immediately:
      • Change the password.
      • Review connected accounts, forwarding, and automatic replies.
      • Check the Recent activity page and mark suspicious sign-ins with This wasn't me or Secure your account.

    Important limits:

    • If two-step verification was turned on and none of the alternate verification methods are accessible, support agents cannot send password reset links or change account details.
    • Support agents are not allowed to bypass account ownership verification.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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