Hacked account help

Hey there! Nice to meet you!

I'm sorry you are experiencing this.

Since the security info has been replaced by the hacker, I'm afraid there is no other working method to recover the Microsoft account, and Microsoft Support cannot help either.

Thank you for your understanding.

Best regards,

Darhyl

Because the password and security phone number have been changed, recovery must go through Microsoft’s automated account recovery and hacked‑account flows. If those fail, there is no alternate manual method for consumer Hotmail/Outlook.com accounts.

Follow these steps:

1. Run malware checks on devices
   • Before recovering the account, scan all PCs/phones used with that account for viruses or malware and remove any threats. If using Windows 10/11 or 8.1, turn on and run a full scan with Windows Defender as described in the hacked‑account guidance.
2. Use the hacked/compromised account flow
   • Go to How to recover a hacked or compromised Microsoft account and follow the steps:
     • After scanning for malware, try to change or reset your password using the provided links.
     • If unable to sign in, use the reset your password link in that article and follow the prompts.
3. Use the account recovery form thoroughly
   • If normal reset fails because the attacker changed the phone/email, use the account recovery form referenced in the Q&A answers:
     • Start from the official Microsoft account recovery/sign‑in troubleshooter and choose the option like “I forgot my password” or “I can’t access these.”
     • Fill in as much accurate information as possible (old passwords, subjects of recent emails, folder names, contacts, etc.). The system uses this to verify identity.
   • If a previous submission was rejected, submit a new request from a familiar device and network, and ensure all answers are as detailed and accurate as possible.
4. If the account is locked or blocked
   • If sign‑in shows the account is locked or blocked due to suspicious activity, use the Sign-in Helper from Unblock my Outlook.com account to unblock it.
   • If a security code is requested, any phone that can receive SMS can be used; it does not have to be already on the account.
5. If security info was replaced and is “pending”
   • If a “security info change is still pending” message appears, use the built‑in options on that screen:
     • Cancel this request if the change was initiated and old security info is still available.
     • Let us know if the change was not made, to route through the unauthorized‑change flow.
6. When recovery succeeds
   • Immediately change the password again to a strong, unique one.
   • Review account settings: connected accounts, forwarding, and automatic replies to remove anything the attacker added.
   • Remove any unknown aliases from “Manage how you sign in” and add secure verification methods (e.g., Microsoft Authenticator, trusted phone/email).
7. If recovery keeps failing
   • For consumer accounts, if the automated recovery form repeatedly fails and security info has been fully replaced by the attacker, the account is generally considered unrecoverable and support cannot override the automated decision.
   • In that case, create a new Microsoft/Outlook.com account and inform contacts that the old account is compromised so they can ignore messages from it.

References:

• How to recover a hacked or compromised Microsoft account
• Unblock my Outlook.com account
• How to sign in to Hotmail
• My username and password have stopped working
• Microsoft account has been locked
• My account got hacked - Microsoft Q&A
• My account got hacked. - Microsoft Q&A
• Can't sign in to my email - Microsoft Q&A
• Need help with hacked microsoft account - Microsoft Q&A
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A