Is there any HOPE? Account recovery stuck in a loop!

Brennan Vetter 0 Reputation points
2026-09-07T15:37:13.71+00:00

My Microsoft account was compromised and the security information on the account was changed without my permission. I have been trying to recover it for several days, but I keep getting sent through the same recovery process without actually regaining control of the account.

I have already contacted Microsoft Support and provided extensive information to verify ownership, including previous account information and purchase history. I was also told there was evidence of unauthorized access and changes to the security information.
I want to add, CDOC sends an email asking for very basic info, i email them back, 24 hrs later i get a generic response stating they have not heard back from me.

The account is now locked/suspended while the recovery process is still unresolved. Every time I try to get help, I seem to end up back at the same recovery forms or automated steps.

Has anyone dealt with a similar situation where the attacker changed the security information? Is there any way to get the case reviewed by an actual account security specialist instead of continuing through the automated recovery loop?

I have years of purchases, games, and other digital content tied to this account, so losing access permanently would be a significant loss.

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Chloe-V 12,610 Reputation points Microsoft External Staff Moderator
    2026-09-08T03:08:30.65+00:00

    Hi @Brennan Vetter

    I’m sorry you’re stuck in this recovery loop, particularly when you have replied to CDOC but continue receiving notices that they have not heard from you.

    Since this is a public user-to-user forum, we cannot access the account, review the CDOC case, remove the suspension, or manually escalate it. Microsoft’s official compromised-account process directs users through the Sign-in Helper, which may show an available support option based on the account details provided.

    For the CDOC issue, reply from the same contact address, do not change the email subject or case number, and keep screenshots of the sent reply and the later “no response” message. Then contact Microsoft Support again with the existing case number and ask them to record that CDOC is not recognizing your replies.

    If you see “Security info change is still pending,” select “let us know” because the change was unauthorized.

    Thank you for your understanding. 

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.  

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  2. Brennan Vetter 0 Reputation points
    2026-09-07T15:41:46.0266667+00:00

    i want to add, CDOC sends an email asking for very basic info, i email them back, 24 hrs later i get a generic response stating they have not heard back from me.

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