account stolen and email changed by hacker

Start with Microsoft’s hacked-account Sign-in Helper, which can identify the account using your original email or phone number and may offer contact with a support agent when self-service recovery is unavailable.^1^

Recover the account

1. Secure the device first.
   On Windows, open Windows Security → Virus & threat protection → Scan options → Full scan → Scan now. Complete the scan before changing passwords, in case malware captured the original credentials.^1^
2. Open the hacked-account Sign-in Helper from the official recovery page above.
   • Enter the original Microsoft account email address or phone number.
   • If the email is no longer recognized, try another alias, phone number, or Skype name previously attached to the same account.^2^
   • Follow the offered recovery or agent-contact option.
3. If directed to the recovery form, use https://account.live.com/acsr.
   • Enter the compromised account’s original address.
   • Supply a different working email where Microsoft can contact you.
   • Complete it from a familiar device and location.
   • Include old passwords, exact Outlook email subject lines and contacts, billing details, and the hardware ID of an Xbox console frequently used with the account.
   • Microsoft sends the result to the contact email within 24 hours. If verification fails, the form can be submitted up to twice per day.^3^

If two-step verification had been enabled by you and none of its verification methods remains accessible, Microsoft states that the recovery form cannot bypass it.^3^

If the account is still signed in somewhere

Check an old PC, phone, Outlook app, browser profile, or Xbox. If a session still lets you open account settings:

1. Go to Your info → Edit account info.
2. Select Add email and add an address you control.
3. Remove the attacker’s alias if Microsoft permits it.
4. Change the password and update the security information.

Microsoft calls account email addresses aliases; they share the same Microsoft account, subscriptions, storage, and Xbox services.^4^

Do not remove an address unless you are certain it belongs to the attacker. Removing the wrong Microsoft-domain alias may affect access to that address.

Contact Microsoft or Xbox Support

From the alias-management support page, select Contact Microsoft Support → Get Help → Contact Support, then describe the issue as “Compromised Microsoft account; sign-in alias changed.”^4^

Because the Xbox profile is attached, Xbox Support is also available at:

https://support.xbox.com/en-us/contact-us

Support can guide recovery and route the case, but agents cannot send password-reset links or directly access and change personal account details. Ownership must be established through Microsoft’s recovery process.^4^

After access is restored, change the password, review connected accounts, forwarding rules, and automatic replies, and add current security information.^1^

References

1. How to recover a hacked or compromised Microsoft account | Microsoft Support
2. My username and password have stopped working | Microsoft Support
3. Help with the Microsoft account recovery form | Microsoft Support
4. Change the email address for your Microsoft account | Microsoft Support