duplicate account

For your privacy and security, I have covered the personal information included in your post. Please avoid sharing any personal or sensitive information publicly, such as serial numbers, order details, email addresses, phone numbers, or case-related information.

Hi Vinh Thai,

It sounds like the address you previously used may now be opening a different account, while the original account remains inaccessible after the compromise.

Before proceeding, could you confirm whether Microsoft asks you to choose between a Personal account and a Work or school account when you sign in? Also, was the original sign-in address an Outlook/Hotmail address, or an email address from another provider such as Gmail?

Please note that this is a public user-to-user forum, so community members cannot access, freeze, or make changes to the old account. To investigate the original account, use the Microsoft account Sign-in Helper and enter the email address or phone number that was previously connected to it. If the account was compromised, you can also follow the official hacked account recovery guidance.

The newly created account will not restore access to the original account or its data. Please avoid posting your full email address, passwords, verification codes, or recovery information in this public thread. Thank you so much for your understanding.     

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.