I have another account that has been hacked and can't get into it. I created this account to be able to access QA

Question

I have another account that has been hacked and can't get into it. I created this account to be able to access QA

Achenyo Abutu 0

My Microsoft account password was reset without my authorization. The verification code was sent to an old phone number that I no longer own, and that number may now belong to someone else.

I cannot access my account because Microsoft continues sending verification codes to that number. I have also attempted the account recovery questionnaire, but I cannot remember enough information because the account has been inactive for several years.

I am concerned that someone may have gained unauthorized access to my account. Please advise me on the available steps to secure and recover it, including whether I can replace the compromised recovery phone number.

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2 answers

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Answer 1

Jeronimo Fuerte 48,530 Independent Advisor

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.

Achenyo Abutu 0 Reputation points

2026-11-04T17:14:19.27+00:00

thank you. I tried this but the team said there was no evidence of unauthorized access. the point is, my password was changed on October 8 2026 using my old phone number which I stopped using in 2024. I haven't had access to that number in 2 years. Whoever has that number now changed my password. I've had the account for so long and signed automatically up until the password was changed, that i cannot remember a lot of details to answer some of the questions being asked. Isn't there somebody I can speak with about this
Jeronimo Fuerte 48,530 Reputation points Independent Advisor

2026-11-04T23:30:32.2966667+00:00

I understand your concern. Since you have already submitted the compromised account recovery request and Microsoft's security team responded that they found no evidence of unauthorized access, please be aware that Microsoft support agents cannot manually reset passwords, bypass identity verification, or replace security information without the required verification.

When you try signing in to your original account, does Microsoft still offer to send a verification code to your old phone number, or does it display a message indicating that your security information has been changed? Also, was two-step verification enabled on the original account?
Achenyo Abutu 0 Reputation points

2026-11-06T16:30:51.21+00:00

yes, it sends the code to my old phone and i hadn't activated 2 step verification in the original account.
Jeronimo Fuerte 48,530 Reputation points Independent Advisor

2026-11-07T01:23:12.54+00:00

Thank you for confirming. Since two-step verification was not enabled, your account may still be recoverable through Microsoft's account recovery form. The "I don't have any of these" option can initiate a security information replacement when you know the current password, but it does not bypass password recovery. Microsoft explains the difference here:

https://support.microsoft.com/accounts-billing/manage/troubleshoot-microsoft-verification-code-issues

Ideally, complete the form from a device and location previously associated with the account, as mentioned here:

https://support.microsoft.com/accounts-billing/manage/help-with-the-microsoft-account-recovery-form.

It also mentions what I shared in my first reply: Microsoft support agents are not able to make changes to account information; you need to successfully fill out the recovery form.

Answer 2

Use this recovery path:

Run a full malware scan on the PC before changing anything:
- Open Virus and threat protection
- Select Scan options > Full scan > Scan now
Try the Microsoft sign-in helper tool for hacked accounts. It can guide to self-help steps or offer the option to talk to an agent.
If sign-in is still blocked, reset the password:
- On the sign-in page, select Forgot my password
- If prompted, select I think someone else is using my Microsoft account
- Follow the recovery steps
If verification codes are going to an old phone number and there is no access to current security info:
- Review Help with the Microsoft account recovery form
- Submit the recovery form
- If the account has been inactive for years and there is not enough information to verify ownership, recovery may not succeed.
If access is regained, immediately review and correct account security settings:
- Check connected accounts
- Check forwarding
- Check automatic replies
- Change the password to a strong new password
- Review Recent activity and mark unfamiliar sign-ins as This wasn't me or Secure your account
Replacing the old recovery phone number is only possible after access to the account is restored. Support agents are not allowed to send password reset links or change account details on behalf of the account owner.
If an unexpected verification code was received, do not respond to it. Without the code, the account remains protected.

References: