i've been hacked and all contact/security was changed. now its locked and i can't

Question

i've been hacked and all contact/security was changed. now its locked and i can't

james watts 0

i've been hacked and all contact/security was changed. now its locked and i can't do the sign in helper, contact anyone, or get assistance. what a nightmare to be hacked and get no support

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3 answers

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Answer 1

I am 100% in same boat. I’ve tried (many times) all the methods above to try and recover. When getting a reply from Microsoft, they say they ignored my request because two-factor authentication was turned on. However, the hackers somehow got in with a passwordless account and changed everything that would lock me out and allow me to recover. I even pay for a 365 subscription that I cannot cancel because you have to have access to your account to cancel. It’s ashamed there is no way to even speak with a person about billing questions and to get to the bottom of situations like this. Their security measures don’t protect an honest account holder…only entitles a hacker once they get in and know if this massive loophole.

Answer 2

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.

Answer 3

If all security and contact information was changed and the account is now locked, the supported path is:

Use the Sign-in helper or the recovery flow in How to recover a hacked or compromised Microsoft account.
Before changing a password, run a full malware scan on the PC:
- Open Windows Security
- Go to Virus and threat protection
- Select Scan options > Full scan > Scan now
If access is restored, immediately change or reset the password and then review account settings such as connected accounts, forwarding, and automatic replies.
If the account is blocked because of unusual sign-in activity, use Unblock my Outlook.com account.
If self-service does not work, use Contact Microsoft Support and select Get Help, then Contact Support.

Important supported limitation: support agents are not allowed to send password reset links or access and change account details.

If the attacker already replaced the recovery methods, the available self-service recovery options may no longer work. In that case, the remaining supported actions are to try the sign-in helper and contact support through the official support flow.