Lost access to stolen microsoft account

Question

Lost access to stolen microsoft account

George Jubenvill 20

My microsoft account got hacked and stolen. They reset my password and changed my recovery email so I can no longer get into the account. I did not have 2fa on so it doesnt seem like I can do anything about it through the account recovery options. At this point I would be happy if there was just a way to lock the account so that they don't have access to it either.

Moved from: Microsoft Security | Microsoft Identity Manager

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Answer accepted by question author

Chloe-V 12,790 Microsoft External Staff Moderator

Hi George Jubenvill,

Welcome to Microsoft Q&A forum.

I understand losing access to your Microsoft account is a serious concern. Here are the steps you can take to recover or protect your account:

1. Attempt Account Recovery Using the Official Form

Even if the recovery email was changed, you can still use the Microsoft Account Recovery Form:

Go to https://account.live.com/acsr.
Enter the email address of the compromised account.
Provide a recovery email and the most accurate information possible.
The more detailed and correct the information, the higher the chance of successful verification.

2. Contact Microsoft Support Directly

If the recovery form does not work:

Visit https://support.microsoft.com/en-us/home/contact
Search for "Account Recovery" in the search box.
Click "Get Help" and press Enter.
Navigate through the support options to find "Contact Support."
For product/service, select "Other Products."
For category, choose "Manage Account Security."
Look for and select "Chat with a support agent in your web browser" or a similar callback option.
Clearly explain your situation

Important: I do not have the right or ability to access your account or recover it for you. Microsoft will only restore access through official recovery and verification. If that fails, go straight to Microsoft Support again with proof of ownership (purchase receipts, screenshots of Xbox/Skype/... activity, billing info). However, if recovery attempts continue to fail, it typically means the account is considered unrecoverable. At that point, creating a new Microsoft account might be the only viable solution.

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Please feel free to let me know if you have any further updates, thanks.

George Jubenvill 20 Reputation points

2025-11-10T16:11:35.59+00:00

I have already submitted the official account recovery form. I got an email reply saying that it will be ignored completely because my account has 2fa on. The hacker that took my account turned 2fa on, it was not on before.
Chloe-V 12,790 Reputation points Microsoft External Staff Moderator

2025-11-11T06:37:03.63+00:00
The attacker enabling two-factor authentication (2FA) after taking control of your account makes recovery significantly more difficult. Once 2FA is turned on and the recovery form is rejected, standard recovery options are almost entirely ineffective.

However, you can still request Microsoft to escalate the case by following these steps:

1. Contact Microsoft Support Directly and Request Escalated Support

Since the recovery form was rejected due to 2FA, you should speak directly with a Microsoft support agent and ask for the case to be escalated:

Visit https://support.microsoft.com/contactus

Choose "Chat with a support agent" or request a callback

When speaking with the support agent, clearly explain:

You are the original owner of the account

2FA was enabled by the attacker, not by you

You no longer have access to the recovery email or any verification methods

Request that the case be escalated to the security team or a higher-level support tier for further review

2. If Recovery Is Not Possible

If Microsoft confirms that the account cannot be recovered, the safest option is to create a new Microsoft account and secure it from the start with a strong password and 2FA enabled.

1 additional answer

George Jubenvill 20 Reputation points

2025-11-10T16:11:35.59+00:00

I have already submitted the official account recovery form. I got an email reply saying that it will be ignored completely because my account has 2fa on. The hacker that took my account turned 2fa on, it was not on before.
Chloe-V 12,790 Reputation points Microsoft External Staff Moderator

2025-11-11T06:37:03.63+00:00

The attacker enabling two-factor authentication (2FA) after taking control of your account makes recovery significantly more difficult. Once 2FA is turned on and the recovery form is rejected, standard recovery options are almost entirely ineffective.

However, you can still request Microsoft to escalate the case by following these steps:

1. Contact Microsoft Support Directly and Request Escalated Support

Since the recovery form was rejected due to 2FA, you should speak directly with a Microsoft support agent and ask for the case to be escalated:

Visit https://support.microsoft.com/contactus

Choose "Chat with a support agent" or request a callback

When speaking with the support agent, clearly explain:

You are the original owner of the account

2FA was enabled by the attacker, not by you

You no longer have access to the recovery email or any verification methods

Request that the case be escalated to the security team or a higher-level support tier for further review

2. If Recovery Is Not Possible

If Microsoft confirms that the account cannot be recovered, the safest option is to create a new Microsoft account and secure it from the start with a strong password and 2FA enabled.

Answer 1

John Oliver 11,680 Independent Advisor

Hello George Jubenvill, thanks for posting this in our community. Sorry to hear your Microsoft account was compromised.

To begin, Use the official Microsoft recovery form at https://account.live.com/acsr. Fill in any details you remember, such as old passwords, services you used like Outlook or Xbox, and your original recovery email. Make sure to provide an active email address that you still control so Microsoft can reach you.

To help Microsoft verify your ownership, it’s useful to gather any old emails sent from the account, receipts for Microsoft purchases like Xbox, Office, or Surface, details about the devices you used to access the account (such as your Surface Laptop or known IP addresses), and any linked services like Skype, OneDrive, or your Xbox Gamertag.

Even if the recovery attempt doesn’t succeed, submitting the form alerts Microsoft to suspicious activity on the account, which can help prevent further misuse.

Hope this helps with recovering your account.

Kind regards,

John Oli

John Oliver 11,680 Reputation points Independent Advisor

2025-11-10T17:51:35.3366667+00:00

Thanks for your update. If you previously set up a recovery code, it's worth trying it because in some cases it can bypass two-factor authentication even if it's currently enabled. You can find the instructions here: How to sign in with a Microsoft account recovery code.

Kind regards,

John Oli
Jayden Montalvo 0 Reputation points

2026-09-17T21:24:35.5833333+00:00

Hi. George were you ever able to recover your account if so can you please let me know if you can help. I am having the same issues

Thank you.
Hornblower409 15,115 Reputation points

2026-09-18T08:50:06.05+00:00

@Jayden Montalvo said

can you please let me know if you can help. I am having the same issues

You will not get any help for your issue by adding to an old post. You must start a new thread using the "Ask a question" button at the top of this page to create a new Question and include the details for your specific problem.