Microsoft account hijacked – support closed my recovery case despite providing proof of ownership

Hello,

I’m looking for advice because I’m currently stuck in the Microsoft account recovery process and I don’t know what else I can do.

My Microsoft account was hijacked on September 22, 2026. The attacker appears to have changed the recovery/login information to an email address ending in @bibimail.net, which does not belong to me and has never been associated with me.

I have contacted Microsoft Support and opened recovery cases. Unfortunately, my case has now been closed for the second time.

The latest response I received says:

“The information you have provided either does not match our records or is incomplete. As a result, I am unable to validate account ownership and therefore will not be able to proceed with the investigation.”

The problem is that I am not being told which information is incorrect or incomplete, so I have no way of knowing what I am supposed to correct or provide differently in another case.

I have already provided Microsoft Support with a large amount of information, including:

• my full name, date of birth, country, region and postcode;
• my home IP address normally used to access the account;
• the phone number previously associated with the account;
• the last date when I personally logged into the account;
• the last date when I personally changed the password;
• partial payment card information;
• information about services previously used on the account;
• the original Minecraft: Java Edition purchase receipt from Mojang 2017, including the Order ID and Transaction ID;
• the original email confirming that my Mojang account was migrated to a Microsoft account in January 2022.

Both the Minecraft purchase receipt and the migration confirmation were sent to the same email address that belongs to the Microsoft account I am trying to recover.

Minecraft is actually the main reason I need this account back, as my daughter has been using it to play on a private server with her friends.

Is there any way to:

• have this case manually escalated to an account security specialist;
• find out which part of the verification is failing;
• provide the original Mojang purchase and migration evidence directly to an appropriate team;
• or recover an account when the attacker has changed the security/recovery information?

I can provide additional information if needed, but at this point I genuinely do not know what else Microsoft expects me to submit.

Any guidance from Microsoft staff or someone who has successfully resolved a similar situation would be greatly appreciated.

Thank you.