My account has been hacked and subsequently locked - can I speak to someone to have it unlocked?

Anonymous
2024-08-27T13:22:20+00:00

Dear Microsoft Community,

I was on holiday earlier this month and made the mistake to logging into an unsecure WiFi. The result of this is that my email account was hacked and used to violate Skype's T&C's.

As a result of the above my email account has been locked.

I have tried on numerous occasions to have my account unlocked, however my appeal has been unsuccessful every time...I've attached a copy of the latest response from Microsoft. Other messages from Microsoft have stated that they can not verify my identity....I have offered to send a copy of my passport in order to verify who I am.

I have also written a letter to Ms. Clare Barclay, CEO, Microsoft UK in an effort to get help, however to no avail.

I have used my email account satisfactorily for c20 years, however this seems to account for little.

Can you please help me?

Thank you

Mark king

Hello,   We’ve reviewed your appeal and the results are as follows:Policy violated:   Abuse of our Platform and ServicesMicrosoft system used:  SkypeDate of appeal:  2024-08-26Appeal results: Violation confirmed (Decision upheld)Microsoft’s content and conduct policies help promote a positive and safe experience for users by explaining what behaviors and content are not allowed on our services. www.microsoft.com/digitalsafety/policiesEuropean Union citizens only: Should any appeal you submit to Microsoft not be resolved, you are entitled to select any out-of-court dispute settlement body within the European Union that has been certified by the Digital Services Coordinator of the European Union Member State where the settlement body is established to resolve such dispute. Read more here.Thank you for your feedback.Ref:MSG18270125_IATtPGKvrsBp59lup71

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  1. Anonymous
    2025-05-24T15:26:53+00:00

    Hi,

    I just wanted to inform all of you that finally I was able to get my account back. They blocked it "permanently" last September.

    For the first time since January I just filled in the most basic form and after 4 days they sent me a code, that was it.

    So, don't give up! :)

    Hi, I have the same problem and my account has been locked for a few weeks now... What form did you fill out and finally get a response? How many times do we have to fill it out?

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  2. Anonymous
    2025-03-18T22:57:15+00:00

    Hi,

    I just wanted to inform all of you that finally I was able to get my account back. They blocked it "permanently" last September.

    For the first time since January I just filled in the most basic form and after 4 days they sent me a code, that was it.

    So, don't give up! :)

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  3. Anonymous
    2025-01-16T18:51:42+00:00

    Hi all,

    I've managed to get my access back. I am not sure what it was that I did that made this happen but this is what I did:

    1. I contacted the Information Commissioner's Officer here in the UK (data protection-type Ombudsman). They said to contact their data protection officer first. If that doesn't help, they can step in and take on the case. Given the data that I had lost access to was classified as personal data, it was my right for them to reinstate the account because the data belongs to me (ie all of my files, etc).
    2. I emailed their data protection office: dpoffice£microsoft.com. I also copied in the microsoft escalation email address: microsoftescalationsupport£microsoftsupport.com. I forwarded a copy of one of my appeals saying decision upheld.

    I made it clear what the advice was that I'd been given, that I wanted access to my data and if not I'd be taking it forward via the ICO. Also that I pay for this service and it is a Family service and it is also affecting my husband who has also lost access to his personal data.

    1. I didn't receive a response overnight and still haven't but I decided to contact the online chat the following morning and the person I spoke to asked for my email address, then asked me to open an incognito window and try to log in. Then I somehow got access to everything.

    Not sure it will work for everyone and I genuinely don't know what it was that solved this. I have backed up my OneDrive now as I am not sure if this will happen again or will last. However, I wanted to share what has happened in case it helps anyone.

    Thanks,

    Helen

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  4. Anonymous
    2025-01-15T22:50:36+00:00

    Please can you write the email address with ££ instead of "at" as it was deleted for privacy. Many thanks

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  5. Anonymous
    2025-01-15T20:29:42+00:00

    I just emailed buscond@microsoft.com which is Microsoft Legal. Maybe you should do the same.

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