How to get help resetting a password for a hacked account

Nicolas Crisosto 0 Reputation points
2026-10-12T22:51:18.6333333+00:00

My father-in-law's account was hacked. The recovery email is not his and he never set up the authenticator app. We keep going in circles trying to recover his account. He must have turned two-factor authentication because the sign-in helper sent us a message that the request form would be ignored.

Is there any way to get assistance recovering his account? Or is our only option to create a new account if he wants to continue using Microsoft Office applications?

Microsoft 365 and Office | Subscription, account, billing | For home | Windows
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  1. Jeronimo Fuerte 46,760 Reputation points Independent Advisor
    2026-10-12T23:30:29.13+00:00

    I’m sorry you’re going through this issue with your account. In this case, Microsoft support agents are not able to make changes to account information, such as adding or removing details, because those protections are in place to help keep your account private and secure. I understand this may not be the outcome you were hoping for, and I truly appreciate your patience.

    The best next step is to complete the account form here; it is not the same as the recovery one: https://aka.ms/recovermyaccount

    Once you submit it, your request will be reviewed by the team that handles account recovery situations like this. They will reach out to you by email with the next steps or let you know if they need any additional information to continue helping you.

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