Compromised Microsoft account — case closed incorrectly, need help escalating

alessio toesca 0 Punti di reputazione
2026-09-21T15:02:51.7+00:00

Testo:

Hi everyone,

My personal Microsoft account was compromised on 20/09/2026 (attacker changed the primary email and registered a Windows Hello passkey under their own address on my device).

I completed the official Account Recovery Form and verified ownership via SMS. Support then requested additional information at 9:40 AM; I replied with everything requested (IP addresses, payment details, purchase history, account history) at 11:10 AM the same day.

Despite this quick response, I received an automated email saying the case (reference <PII removed>) was closed due to "non-response after multiple contact attempts" — which doesn't match the actual timeline. Live chat support confirmed the case is "open" but couldn't explain the contradiction or give specific case details.

The password reset link also consistently fails with a "temporary service error," despite successful identity verification via SMS.

Has anyone experienced something similar? Any advice on how to get this properly escalated to a human reviewer would be greatly appreciated.

Thanks in advance.

Spostato da: [Microsoft System Center › Altro]

Windows per utenti privati | Windows 11 | Sicurezza e privacy
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  1. Carl-L 22,915 Punti di reputazione Personale Esterno Microsoft Moderatore
    2026-09-22T09:09:28.3133333+00:00

    Disclaimer: This is the forum for it-it locale. However, I will answer you in English since the thread is in English, if you require support using your local language, please let me know.

    Hello alessio toesca,

    Welcome to Microsoft Q&A forum.

    Please note that this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. In this case, you can try to submit another form stating your SIR number and ask why the previous request got closed.

    Thank you for your understanding.

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