Account hacked and support provided no help.

Question

Account hacked and support provided no help.

いおりようむ 0

Hello,

I'm not sure whether I should use Chinese or English to contact supports on this platform, I'd proceed with English.

My registed account is compromised and deleted, it was changed to something else by the hacker. The recovery email was also removed by them. Now I have lost the access to that account at all.

Support did not help. They had told me to fill out a form. But half an hour later, after I've sent the filled forms, they denied that I'm the real owner, and it happened several times already.

I'm looking for help here. Is it possible that a support team member can migrate my current account info to another, or help me to get my account back? For detail, I've only purchaced Minecraft on the compromised account and I do want it back, with either options available to me.

Thank you all in advance.

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Answer 1

Hello, good day and thanks for your question. Sorry to know about this and I understand that you have encountered an account related issue.

Please take note that a compromised account is a complex scenario and once the email and phone number has been changed to a different one then it is at the point that it is unrecoverable (even if 2FA is enabled) and Microsoft Support will not be able to help either.

For this you can go over to this link https://go.microsoft.com/fwlink/?linkid=2196140 and most likely it will be followed by doing the account recovery form which is an automated process that you will need to enter every bit of information that you can remember on the account (if this is unsuccessful, the account cannot be recovered) and you can check out the links below for reference.

https://support.microsoft.com/zh-tw/account-billing/how-to-recover-a-hacked-or-compromised-microsoft-account-24ca907d-bcdf-a44b-4656-47f0cd89c245

https://support.microsoft.com/zh-tw/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

https://support.microsoft.com/zh-tw/account-billing/your-microsoft-account-recovery-request-wasn-t-granted-dc56c3e3-dff0-4ed5-8edb-60290eea6b53

Please take note that if 2FA is enabled on your account, ACSR will inform you that your recovery request will be ignored and you will only receive a message that the recovery request is either successful or it will indicate that it has insufficient information and this means that 2FA is disabled. You may keep on trying as many times as you want which is up to two times per day.

Please take note as well that Microsoft Support will not be able to assist with doing manual recovery, unblocking, and escalation as support agents and advocates are not allowed to send password reset links or access and change account details.