Recovering a hacked account (submitted multiple requests with no progress)

Panupong Suwan 5 Reputation points
2026-10-04T06:47:04.5466667+00:00

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I have submitted account recovery requests multiple times—most recently today—but so far, I have not received any email response or updates.

Additionally, I have important information to share: when I attempt to log in, the screen indicates that I must verify my identity via a backup email address (ir***@web.de**). This is not my email address, and I never linked it to my account. This clearly indicates that the account has been compromised by an unauthorized party who changed the recovery information, preventing me from receiving any verification codes.

I would like to ask the following:

In a situation where the backup email has been changed to one belonging to an unauthorized party, are there alternative identity verification methods that do not rely on the altered email or phone number?

How long does it typically take to receive a response to a recovery request?

Is there a way to escalate this case? This is clearly a case of account takeover, not simply a forgotten password.

This account was hacked some time ago and is used for both work and Xbox. I am deeply concerned about data security and potential ongoing damage, so I am urgently seeking assistance. Thank you very much.

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Hornblower409 16,200 Reputation points
    2026-10-05T00:08:46.7733333+00:00

    @Panupong Suwan said

    I have submitted account recovery requests multiple times—most recently today—but so far, I have not received any email response or updates. How long does it typically take to receive a response to a recovery request?

    Usually the Account recovery process will respond almost immediately. Have you verified the email address you used on the form is correct? Checked for a response in Junk/Spam? You may not receive any response after multiple feiled recovery attempts. But you should have received at least one. All I can provide are the suggestions from Microsoft for am Account Recovery Unsuccessful
    https://support.microsoft.com/en-us/account-billing/account-recovery-unsuccessful-dc56c3e3-dff0-4ed5-8edb-60290eea6b53

    In a situation where the backup email has been changed to one belonging to an unauthorized party, are there alternative identity verification methods that do not rely on the altered email or phone number?

    No. If you can not complete any of the verification methods that have been established for that account, your only recourse is Account Recovery.

    Is there a way to escalate this case? This is clearly a case of account takeover, not simply a forgotten password.

    No. Microsoft Account Security is an automated process. Microsoft Support Agents can not unlock an account, reset your password, or change any Security Settings no matter what documentation you can present.

    used for both work and Xbox

    You can also try the Xbox Account Recovery Form. Sometimes that one may work when the Microsoft Recovery doesn't
    https://support.xbox.com/en-US/forms/recover-your-microsoft-account

    I am sorry. I know that losing access to your account is more than just an inconvenience, it can cause real hardships. I wish I could give you another answer.

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  2. AI answer

    2026-10-04T06:47:21.8366667+00:00

    If the backup email was changed to an unauthorized address, the supported recovery paths are still the Microsoft account sign-in helper and the Microsoft account recovery form.

    • Start with the sign-in helper tool. It can identify the issue and either provide self-help steps or offer the chance to talk to an agent: Start
    • If sign-in is not possible, use the recovery form guidance: Help with the Microsoft account recovery form
    • Recovery form results are sent to the working email address entered at the start of the form within 24 hours.
    • If the account cannot be verified, the form can be retried up to two times per day.
    • Support agents and advocates are not allowed to send password reset links or access and change account details.

    For a compromised account, the documented immediate actions are:

    1. Run a full malware scan on the PC before changing the password. In Windows Security: Virus and threat protection > Scan options > Full scan > Scan now.
    2. After the scan, change the password if sign-in is still possible, or reset it if not.
    3. Review account settings such as connected accounts, forwarding, and automatic replies, because those settings may have been changed after compromise.

    If more help is needed, use the support entry points listed here:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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