A tool for managing user identities, credentials, and access across on-premises and cloud environments
If the hacker changed the Microsoft account email, the original email may no longer be recognized by sign-in, so the recovery path is to use Microsoft’s account recovery tools first.
- Start with the Sign-in helper tool. It can identify the issue and either provide self-help steps or offer the option to talk to an agent.
- Before changing or resetting anything, run a full malware scan on the PC using antivirus or Windows Security: Virus and threat protection > Scan options > Full scan > Scan now.
- If sign-in is still blocked, use the Microsoft account recovery form. A working email address is required so Microsoft can contact about the request.
- If unusual sign-in activity is still visible on the account, go to Security basics > Review activity and mark suspicious activity as This wasn't me or Secure your account.
- If access is restored, immediately change the password and then review connected accounts, forwarding, and automatic replies.
Important facts for this situation:
- Microsoft support agents are not allowed to send password reset links or access and change account details.
- If two-step verification was turned on and none of the alternate verification methods are accessible, the account cannot be recovered through support.
- Having order details may be useful when completing recovery steps, but the documented recovery path is still the Sign-in helper and account recovery form.
Support contact path:
- Use Contact Microsoft Support, enter the problem, select Get Help, and if needed select Contact Support to be routed to the best support option.
- How to recover a hacked or compromised Microsoft account
- How to recover a hacked or compromised Microsoft account
- How to get a Microsoft account recovery code
- Help with the Microsoft account recovery form
- What happens if there's an unusual sign-in to your account
- How to help keep your Microsoft account secure