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
    2024-08-28T11:25:54+00:00

    Linda,

    I wish to clarify a line within your reply...you state "I understand that your account was hacked and you violated Skype's Terms of Service".

    I respectfully advise that I did not violate any of Microsoft's T&C's - it was the person who hacked my account that violated them.

    Mark - BT30

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  2. Anonymous
    2024-08-28T10:55:02+00:00

    Dear Linda,

    Regrettably, the options you describe in your email are not the same as those I see when I click into "Contact - Microsoft Support" - see the screen shot below.

    My question is, is there a telephone number I can ring in order to speak with someone who can help?

    Your help would be greatly appreciated as I have lost 20 years of emails & am suffering the consequences of an unscrupulous person.

    Many thanks

    Mark - BT30

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  3. Anonymous
    2024-08-28T06:20:43+00:00

    Dear MJK-BT30,

    Thanks for using Microsoft products and posting in the community. 

    I understand that your account was hacked and you violated Skype's Terms of Service, which caused you trouble, and I understand your feelings.

    If you want contact by phone or email, you can**try contacting customer support and asking if there are other methods.**You need to fill in the correct options and use your personal account to view the correct live chat window:

    1. Open the website: Contact - Microsoft Support
    2. Enter MSA in the box below "We're here for you", click "Get Instructions", and then click "Contact Customer Support" below, (this status must be logged in to your Microsoft account, if you haven't logged in, you can follow step 3)
    3. In this section, you need to sign in to your personal Microsoft account

    Note: You can only log in with your personal MSA, and you can't display the correct content when you log in with your company account. If the account cannot be logged in, you can use another account or create a new account to execute;

    1. Select "Other Products" in Products & Services, select "Manage Account Security" as a category, and click Confirm
    2. You can select "Chat in a web browser and support specialist" to enter the chat window.

    Please contact support during business hours.

    Thank you for your patience and support.

    Have a great day.

    Best Regards,

    Linda.L-MSFT | Microsoft Community Support Specialist

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