PROBLEM WITH LOG IN

If the account is still signed in on any trusted browser, phone, old PC, Outlook app, or Xbox-related device, do not sign out—use that session immediately to restore your sign-in and security information.

If an authenticated session is still open

1. Open account.microsoft.com from that existing session.
2. Go to Security → Manage how I sign in.
3. Add your original email address back as an alias, or add another recovery email/phone you control.
4. Make your own address the primary alias if that option is available.
5. Remove the unfamiliar alias and security information if Microsoft permits it.
6. Change the password and review recent activity.

Adding replacement security information can trigger a 30-day restriction. During that period, someone who still controls the account may be able to cancel the pending change, so monitor the account and your email notifications closely.^1^

If no session remains signed in

1. Open Microsoft’s hacked-account guidance and start the Sign-in Helper.^2^
2. Enter the original Gmail address associated with the Microsoft/Minecraft account.
3. Choose the option indicating that somebody else may be using the account.
4. If another alias, phone number, or Skype name was previously attached to the account, try that identifier. Microsoft specifically recommends another alias or phone number when the original email is not recognized.^3^

If Microsoft continues to report that the username does not exist, submit the recovery form at:

https://account.live.com/acsr

Use a working alternate email for replies, and preferably submit the form from a device and location previously used with the account. Include as much verifiable information as possible:

• Previous passwords
• The original account email
• Xbox gamertag and frequently used Xbox console hardware ID, if available
• Minecraft or Microsoft Store purchase information
• Order dates and billing details
• Outlook contacts and exact email subject lines, if that mailbox was used

Microsoft normally sends the result to the contact email within 24 hours. An unsuccessful form may be resubmitted up to twice per day with more accurate information.^4^

Escalate an unrecognized username

If the Sign-in Helper and recovery form cannot locate the original address, contact Microsoft Support from another working Microsoft account:

1. Open Contact Microsoft Support from the support page.
2. Enter Account Recovery and select Get Help.
3. Scroll down and select Contact Support.
4. Choose Other Products.
5. Choose Manage Account Security.
6. Select Chat with a support agent in your web browser, if offered.
7. Describe it as an account takeover where the primary sign-in alias was replaced, and explain that the original username now reports that the account does not exist.^5^

Provide receipts or transaction details only through the private recovery or support process—not in this public thread. Support must verify ownership and cannot manually change account details or issue a password-reset link.^4^

Secure the Gmail account and devices now

Because the Microsoft account was linked to Gmail:

• Change the Gmail password to a new, unique password.
• Review Gmail recovery information and active sessions.
• Enable two-step verification.
• Run a full malware scan on devices used for Microsoft sign-in before changing recovered Microsoft credentials.^2^
• Once access is restored, add multiple current recovery methods and Microsoft Authenticator.^6^

References

1. how to recover a microsoft account which was hacked, and the email was changed by the hacker. - Microsoft Q&A
2. How to recover a hacked or compromised Microsoft account | Microsoft Support
3. My username and password have stopped working | Microsoft Support
4. Help with the Microsoft account recovery form | Microsoft Support
5. Microsoft Account got hacked. - Microsoft Q&A
6. How to help keep your Microsoft account secure | Microsoft Support