Unknown verification email Win 11. **Worst customer experience I've ever had so far.**

Kevin McDonald 0 Reputation points
2025-11-22T13:26:38.76+00:00

My son installed Win 11 on his PC and now when he try's to sign in it asks him to verify his email. The verification email is an unknown one. Potential hack?

  1. We can't log into his account on his PC
  2. We've tried to reset the password by logging into his account via Edge on my laptop. This doesn't work
  3. We've tried to reinstall Win 11 via the BIOS route
  4. There is no separate admin account yet so we have limited options that way

I'd like to have someone from support remove the verification email and add my email instead so we can verify his account on his PC login screen. Once this is done he'll logon and sort the recovery details and add the admin account.

** I've tried to call customer support and got a bot which just gave me a link, I tried multiple numbers but it seems to recognise my mobile number and give me the same message, very frustrating and extremely unhelpful when I just want to speak to support and explain the situation. I've also completed a form online after an online chat and was told there wasn't a security issue and haven't had any replies to any further correspondence.**

Windows for home | Windows 11 | Accounts, profiles, and login

4 answers

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  1. Carl-L 21,320 Reputation points Microsoft External Staff Moderator
    2026-01-28T13:56:39.4+00:00

    Hello Kevin McDonald,

    Thanks for replying.

    Next, please go to Troubleshoot > Reset this PC > Remove everything. This will reset Windows and remove everything from the computer and let you set up the PC again with a new user profile.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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  2. Carl-L 21,320 Reputation points Microsoft External Staff Moderator
    2026-01-27T14:18:33.1+00:00

    Hello Kevin McDonald,

    Thanks for getting back to me.

    The BIOS would be useful if you have a bootable USB of Windows 11 ready. If that the case he can switch the boot order to the USB and install Windows.

    However, I'd like to make sure that you can access the recovery environment. Can you please get to the lock screen again, hold Shift while click Restart and wait to see if it takes you to a blue menu?

    I'm waiting for your reply.

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  3. Carl-L 21,320 Reputation points Microsoft External Staff Moderator
    2025-12-15T14:38:34.9433333+00:00

    Hello Kevin McDonald,

    Thanks for getting back to us.

    It's unfortunate to hear that support won't help.

    While I am unable to help you with the account issue. I can definitely help you reset your son's PC so he can set it up again. Before we proceed, can you confirm if you are able to access the recovery environment? You can do it by holding the Shift button while restarting the computer.

    I'm waiting for your reply.

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  4. Carl-L 21,320 Reputation points Microsoft External Staff Moderator
    2025-11-24T07:06:05.1633333+00:00

    Hello Kevin McDonald,

    Welcome to Microsoft Q&A forum. It's my pleasure to help you today.

    It's very unfortunate to hear that your son's account has been hacked, and I'm very sorry for the experience you have. I see that the hacker might have already changed the security email and your son can no longer access it.

    This is a public forum, so unfortunately, moderators are unable to access or take action on any account for security reasons. However, you can try to contact live chat support for any issues regarding your account, please ask your son to prepare all information that he can use to prove his ownership of the account. Thank you for your understanding.

    If you have any questions. Please let us know.

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