My microsoft account got hacked and microsoft is no help

Question

My microsoft account got hacked and microsoft is no help

Yegor Lantsman 0

My microsoft account got hacked and they changed the email and password. It wouldnt have been an issue if microsoft support didnt take me in circles. Is there a way to open a case?

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2 answers

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Answer 1

Hello

I am so sorry this happened. Unfortunately contacting support is not the right path for this situation. They don't have the authority or access to review such request. It is all handled by a different dedicated team and the only pathway to them is to fill out the correct form.

Microsoft also has several different forms related to account issues, but they are being used for different scenarios. Often times users filled out the most famous ACSR form and hit the deadend, because for hacked account/account takeover, you want the "Recover My Account" form.

So, 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.

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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.

Answer 2

Submit Microsoft’s account-takeover recovery form at https://aka.ms/recovermyaccount; a successful submission generates an email containing an SIR case number, which is the case reference for this compromised-account investigation.^1^

Open the account-takeover case

Open https://aka.ms/recovermyaccount from a device and location previously used with the account.
Enter the original account information and a separate, working email address where Microsoft can contact you.
In Alternate emails or phone numbers associated with the account, provide addresses and numbers that were previously attached to it.
Include accurate ownership evidence where requested, such as:
- Previous passwords
- Earlier aliases or recovery details
- Xbox information
- Microsoft purchase or subscription details
Submit the form.
Check the alternate email’s Inbox, Spam, and Junk folders. The response should contain a case number beginning with SIR. If nothing arrives within four hours, submit the takeover form again.^1^

Do not publish the SIR number, old passwords, transaction details, or the attacker’s address on this public forum.

If the takeover form does not create a case

Use Microsoft’s official hacked-account page and start its sign-in helper. Enter the original email address or phone number; the tool provides applicable recovery options and may offer the opportunity to speak with an agent.^2^

Alternatively:

Open Microsoft’s customer-support page.
Select Personal account.
Start the Microsoft account sign-in helper.
If it cannot resolve the issue, use the offered support option, which may include chat.^3^

Since ordinary support has already sent you in circles, give the agent the SIR case number and state that this is an account takeover where both the sign-in email/alias and password were changed. That distinguishes it from an ordinary password-reset request.

Microsoft support agents cannot directly change personal-account details or send password-reset links; identity verification must go through the supported recovery process.^3^

After access is restored

Before changing the password, run Windows Security → Virus & threat protection → Scan options → Full scan → Scan now. Microsoft recommends completing a full malware scan first. Then change the password and review connected accounts, forwarding, automatic replies, and security information.^2^

References