Account hacked Dec 2025, now suspended, ACSR no response, self-service loop, need human recovery help

Question

Account hacked Dec 2025, now suspended, ACSR no response, self-service loop, need human recovery help

fandewei 0

My Microsoft account [Moderator note: PII removed] @hotmail.com was hacked on 2025/12/21. The attacker:

Changed the password
Authorized a suspicious OAuth app named api2
Attempted to change the verification email to [Moderator note: PII removed]@outlooksl.com (waiting period completed on/after 2026/1/26)

Current state: Microsoft has now suspended the account for terms-of-service violations (presumably caused by the attacker's activity).

What I've tried:

Submitted the ACSR recovery form twice (contact email: my QQ email). No response received.
Self-service recovery page at account.microsoft.com shows the suspended-account page, but clicking "Continue" loops me to a sign-in page I cannot complete.
Microsoft China support phone (400-086-9002) unreachable today (national holiday).

Identity evidence I can provide:

Real name: [Moderator note: PII removed]
[Moderator note: PII removed] , student ID [Moderator note: PII removed]
[Moderator note: PII removed] phone (2012): [Moderator note: PII removed]
Long-active associated mailbox: [Moderator note: PII removed] @qq.com (since 2009)
Frequent correspondents: [Moderator note: PII removed] (these appear in real QQ email history)

Request: I need a human agent to review the case, restore my account access, and remove the attacker's api2 OAuth app and the outlooksl.com verification email.

Contact: [[Moderator note: PII removed]@qq.com]

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1 个答案

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Answer 1

This is posted in the Chinese section, but since you are using English, the content below has been written in this language. Let me know if you want to change to a different option.

I’m sorry about your situation, fandewei.

Please note that our forum is a public platform, and we will modify your question to hide private, identifiable information in the description. Kindly ensure that you hide such details the next time you post to protect personal data.

I know how frustrating it is to be hacked and locked out of your account, then it's now suspended. I know this is probably not good news to hear, but I have to be realistic here so you can have correct expectations going forwards:

Microsoft Q&A is just a public user-to-user support forum. Contributors here, including moderators and external staff, cannot access your account data to verify or restore it.
Because the account is now suspended for a Terms of Use violation, this is no longer a simple recovery case. ACSR verifies account ownership, but it does not overturn a suspension. Submitting it repeatedly is unlikely to help.
The normal path for this is making an account reinstatement request, which would be reviewed by Microsoft Online Safety. However, this often requires you to verify ownership to the suspended account (which is likely why Continue sends you back to a sign-in page).

Right now, the priority is still to get back your account first. Please run the Sign-in Helper (again, if you already did it before). It can identify account issues and offer suitable options, including the Microsoft Account Recovery Form. If you don't use Xbox, you can skip those fields in the form.

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You can also try contacting Microsoft Support with another account. Explain that this is a suspended personal Microsoft account, and you need help reaching the account reinstatement/Online Safety review process.

Visit Contact Us - Microsoft Support > Sign in
Enter / choose an issue > Get Help to make request
Scroll down > click Contact Support to connect to an agent
Select a category > continue and you should reach the chat option.
If you don't see it, go through another category (e.g. Billings and payments...)

Note: The support contact team only works at certain times, so if the last window shows that it's unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. This way, they can call you and help you.

However, it's worth noting that there's likely not much they can do here about your account. The recovery system is automatic and can only proceed to the next stage after ownership is confirmed. Microsoft prohibits its customer service agents from sending links to reset passwords or change information.