Account hacked

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:

• How to recover a hacked or compromised Microsoft account | Microsoft Support
• Help with the Microsoft account recovery form | Microsoft Support
• Microsoft account has been locked | Microsoft Support
• What happens if there's an unusual sign-in to your account | Microsoft Support