my account is hacked and my email had been changed

Because the original Hotmail address is no longer recognized, run Microsoft’s Sign-in Helper with that address and then use its support escalation option if it cannot locate the account.

1. Secure the Windows 11 PC first

Before changing credentials or entering recovery information:

1. Open Windows Security.
2. Select Virus & threat protection.
3. Select Scan options → Full scan → Scan now.
4. Let the scan finish and remove or quarantine anything detected.

Microsoft recommends completing a full malware scan before changing a compromised account’s password, to avoid exposing the new credentials.^1^

Do not sign in to the unfamiliar address displayed by Microsoft Store, and do not share either address publicly.

2. Start with the Sign-in Helper

1. Open the Microsoft account sign-in helper.
2. Enter the original Hotmail address exactly, including the correct .com or country-specific domain.
3. Follow the recovery or support route it provides.

The Sign-in Helper is Microsoft’s supported route when a known username and password have stopped working or the account is not found.^2^

If it offers Forgot my password, select it, followed by I think someone else is using my Microsoft account, and complete the prompts.^3^

3. If the original address still says “account does not exist”

Use Contact Microsoft Support:

1. Open Contact Microsoft Support.
2. Enter Hacker changed my Microsoft account email.
3. Select Get Help.
4. If the automated options do not resolve it, select Contact Support.
5. Choose the account-security category and use any available chat or callback option.
6. State clearly:
   • The original Hotmail sign-in is no longer recognized.
   • Microsoft Store now displays an unfamiliar address.
   • The recovery Gmail and authentication methods were removed.
   • The account owns Minecraft and other purchases.

Microsoft documents contacting Support when the username remains unavailable. Support agents cannot manually change account details or send password-reset links, but they can route the case through the available recovery process.^4^

4. Prepare evidence for recovery

Not remembering the old card does not prevent submitting recovery information. Gather everything else available:

• Previous passwords
• Original Hotmail address
• Previous Gmail recovery address
• Xbox/Minecraft gamertag
• Approximate account and Minecraft purchase dates
• Microsoft order or transaction numbers
• Purchase-confirmation emails
• Billing name and address used at the time
• Last four card digits, if discoverable from old statements
• Frequently used Windows PC or Xbox information
• Email contacts and exact subject lines from the Hotmail mailbox

Complete recovery from a device and location previously used with the account. Microsoft says to answer as many questions as possible; uncertain answers do not count against the request. Results are normally sent to the working contact address supplied on the form within 24 hours, and unsuccessful requests may be retried up to twice daily.^5^

Important: If two-step verification was enabled by you before the compromise and none of its verification methods remain accessible, Microsoft states that the recovery form and support agents cannot bypass it.^5^

5. After access is restored

Immediately:

1. Change the password to a unique one.
2. Review recent sign-in activity and mark unauthorized entries as This wasn’t me or Secure your account.^3^
3. Remove unfamiliar aliases, verification methods, connected accounts, forwarding rules, and automatic replies.
4. Add at least two recovery methods that you control.
5. Reconfigure Microsoft Authenticator.^6^
6. Change any other account passwords that reused the compromised password.

References

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