Subject: Unauthorized access to my Microsoft account — timeline and evidence

Question

Subject: Unauthorized access to my Microsoft account — timeline and evidence

teeradone darunnat 0

Hello,

I am reporting unauthorized access to my Microsoft account (currently showing as [Moderator Note: Personal Info Removed], gamertag [Removed PII], Account ID/CID: [Removed PII]).

Based on Microsoft's own official security notification emails (sent to my original recovery email), here is what happened:

At 00:48 on July 19, 2026 (Thailand time, UTC+7), an unauthorized party added [[Moderator Note: Personal Info Removed]" as security info to my account. At the same time, my account's primary alias was changed from my Gmail address to this new email — without my knowledge or consent. One minute later, at 00:49, my original Gmail address was completely removed from the account's security info, cutting off my only way to recover the account through it.

The account's alias was later changed again to its current value, [Moderator Note: Personal Info Removed].

At 04:37 on the same day, the compromised account was used to post an unauthorized spam/scam message to a Discord server under my linked account (username [Removed PII]), confirming the attacker had active control at that time.

I have submitted recovery requests through both account.live.com/acsr and the Xbox account recovery form (case numbers [Removed PII] and [Removed PII]), but received only automated template rejections stating the account "cannot be recovered," with no indication that a human reviewer examined my case or the evidence I provided.

I have substantial evidence of ownership, including: full legal name, date of birth, account creation history dating back to 2020, previous passwords used, purchase/subscription history (Microsoft 365 Personal, with payment card details), Xbox Gamertag and playtime history, and device IDs linked to the account.

I would like to request that a human agent review my case and the evidence above, rather than relying on the automated decision I've received so far.

Thank you for your time and assistance.

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Answer 1

Hi teeradone darunnat,

I can see that your regional format is set to th-TH, but since you're using Windows in English, I'll continue providing support in English. If you'd prefer assistance in Thai instead, just let me know and I'll be happy to switch languages.

Besides, I’m genuinely sorry you are going through this, especially after documenting the timeline and providing extensive evidence.

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

Unfortunately, moderators and contributors cannot access accounts, review security cases, restore aliases or arrange a manual escalation. Support agents are also not permitted to send password-reset links or directly change account security information.

Since you already have active recovery case numbers, please keep your evidence within the private case correspondence and reply to the latest case email if replies are accepted. You may also try the official Microsoft Sign-in Helper and review Help with the Microsoft account recovery form. The recovery form can be retried up to twice per day, preferably from a previously used device and location with as much accurate historical information as possible.

I understand this is not the outcome you were hoping for, but the forum cannot override or independently review the recovery decision. Please also scan your devices for malware and secure any other accounts that may have been affected.

Thank you for your understanding.

Kind regards.