Account Hacked, recovery email changed, cannot log in any way

Question

Account Hacked, recovery email changed, cannot log in any way

Dan Tarter 0

I cannot log into my microsoft account / onedrive. In going through the whole process for recovering an account, there is no way for me to access it or change the password. I am guessing that my account was hacked. My last hope, the recovery email address, was changed to ht ********@gmail.com. These letters are from an email address that I have never seen or used. I paid money for this service. The money came from my bank account. I have started a new onedrive account, using a different email address, being paid for with the same bank account. Is there a person that will talk to me and get me back into my account?

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2 answers

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Answer 1

Hello

It sounds like your account might have been hacked and taken over.

I am so sorry this happened. Please fill out the Recover My Account form: https://aka.ms/recovermyaccount

Instruction for each field can be found here: https://support.microsoft.com/accounts-billing/manage/guidance-notes-for-the-microsoft-account-recovery-form

Contact email: Use an email address you currently have access to. This is where Microsoft can contact you regarding your request.

Response time: A response may take around 5 business days, although this is not guaranteed. Please save this to your safe sender: [email protected]

Date of birth: Pay close attention to the required date format. This is an area where users sometimes make mistakes because it is asking for US date format.

Account information: Provide as much accurate information as possible. If you genuinely don't know an answer, it is better to leave it blank if allowed rather than guess.

Device and location: If possible, complete the form using a computer, Wi-Fi network, and location you normally use to access your account. This may help Microsoft recognize your usual sign-in activity.

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Also, to avoid any misunderstanding or false expectations, I'm an independent community user. I can help you navigate and make sure you are using the right tool/resources, but I don't have access to your account and cannot manually recover or unblock it. The final decision is made by the account security review team, so I cannot guarantee the outcome.

Microsoft Support also cannot bypass the required account verification or reinstatement process.

Lastly, please don't share any passwords, verification codes, or other private account information here, as this is a public forum.

Answer 2

Use Microsoft’s Sign-in Helper with the original account email or phone number; it can diagnose the account and may offer an option to speak with a support agent.^1^

Contact Microsoft and protect the subscription

Open the Microsoft Sign-in Helper.
Enter the original email address or phone number for the inaccessible account—not the unfamiliar recovery address.
Complete the prompts and select the agent/contact option if offered.
If no contact option appears, open Microsoft customer support:
- Under Personal account, select Get help.
- Sign in with the new Microsoft account you created.
- Describe the issue as: “Personal Microsoft account compromised; security email changed; cannot access paid Microsoft 365/OneDrive subscription.”
- Select chat or another contact method offered for your region.

Ask the agent to:

Advise on account-recovery routing.
Investigate the Microsoft 365/OneDrive charges associated with the inaccessible account.
Advise how to cancel that subscription or turn off recurring billing so that you are not paying for both accounts.

Human support can help with routing and account/billing questions, but for security reasons agents cannot send a password-reset link or manually access and change the account’s credentials.^2^ Payment from the same bank account can support a billing investigation, but it does not by itself bypass identity verification.

One improved recovery attempt, if applicable

Since the recovery process already failed, do not simply repeat it with the same information. If you had not enabled two-step verification yourself, and the Sign-in Helper does not restore access:

From a device and location previously used with the old account, open the Microsoft account recovery form.
Enter the original account address and provide a working contact email.
Include as much historical evidence as possible:
- Previous passwords.
- Microsoft 365 or OneDrive purchase and billing details.
- Specific Microsoft services used.
- Exact Outlook contacts and subject lines, if applicable.
- Xbox or Skype details, if those services were linked.
Microsoft sends the result to the contact address, normally within 24 hours. If verification fails, the form permits up to two attempts per day.^3^

If two-step verification had been enabled by you and none of its verification methods remain accessible, Microsoft states that support cannot override it or modify the account details.^3^

Secure everything else now

Run Windows Security → Virus & threat protection → Scan options → Full scan → Scan now before changing passwords. Microsoft recommends scanning first in a compromised-account situation.^1^
Change the password on the email account and any other account that reused the old Microsoft password.
Enable two-step verification on the new account and its recovery email.
Review recent bank charges. If any are unauthorized, contact the bank promptly; for legitimate recurring Microsoft charges, first ask Microsoft billing support to investigate and advise on cancellation.

Do not post the old account address, unfamiliar recovery address, card details, or recovery-form answers in this public forum.

References