My account has been hacked and I need to speak to customer support

Hi, The hacker has already turned on 2 factor authentication. Also, if i change any passwords it will send an email to the email the hacker has saying this is my username etc etc and I have changed passwords, making it even easier for the hacker. Is there any way that you retrieved your account back? Microsoft said someone would get back to me within 24-72 hours and no one has. Then I messaged them via the live chat and they said someone would call me and no one did. Very disappointed.

Can someone please call me, I am very stressed out, my account has been hacked.

Help! My husband and I have been loyal Microsoft customers for over 30 years.

Hackers took control of my Microsoft account (OneDrive, family photos, email, many of my phone apps, etc...) permanently and took over my phone number on Google Voice temporarily, in order to turn on Microsoft Authenticator in my Microsoft account. So, I can no longer change my password.

This is what I am seeing in the login window...

"Enter the code generated by the Authenticator app."

I never turn on 2-step verification/Microsoft Authenticator because I didn't know exactly what they were until this past week. But, the hackers turn it on in my account, so the verification code is going to the hackers instead of to me. I've been trying to get back in for nearly a week now. Please help me get back into my files, photos, and emails.

Dear selinaeidschun

Welcome to Microsoft Community.

Based on your feedback, I can understand what you are going through right now.

At the same time, Microsoft agents are required to operate through the channel of Microsoft's official website, you see whether the way you contacted is the process channel:

The following link can be used to contact the customer service staff of the account number:

1. Open a site link - Contact - Microsoft Support
2. In the box below "We will work for you at any time", enter MSA, click "Get Instructions", and then click "Contact Customer Service" below.
3. In this section, you need to register a personal Microsoft account

Note: You can only use a personal MSA to sign up, and the company account can't display the correct content. If the account cannot be connected, you can use a different account or create a new account to run;

4. Select "Other Products" in Products & Services, select "Manage Account Security" as the category, and click to confirm
5. You can select "Chat with support experts in the web browser" to access the chat window.

Meanwhile, for the issue that you have indicated that your account has received the risk of hacking, if the account is still at your disposal, it is recommended that you also try the following ways to strengthen the security of your account:

1. Check your recent activity page. This shows you when and where you've used your Microsoft account in the last 30 days. You can expand any activity listed to see location details and find out how the account was connected, using a web browser, phone, or other method.

If you only see a Recent Activity section on the page, you don't need to confirm any activity. What is the activity page:What is the Recent activity page? - Microsoft Support

2. Change your password immediately: This is the first and most important step to take. You must change your password to a strong, unique password that you have not used before. Be sure to use a combination of letters, numbers, and symbols to make it harder to Reset a forgotten Microsoft account password - Microsoft Support
3. Enable two-factor authentication: This is an additional layer of security that requires you to enter a code sent to your phone or email before you can access your account. This will help prevent unauthorized access to your account in the future:How to use two-step verification with your Microsoft account - Microsoft Support
4. Check your account settings: Make sure that your account settings have not been changed by the hacker. Check your email forwarding settings, filters, and rules to make sure they're set up correctly.

Feel free to text back if you need further help.

Best wishes

Chris.S-MSFT | Microsoft Community Support Specialist

Help! My husband and I have been loyal Microsoft customers for over 30 years.

Hackers took control of my Microsoft account (OneDrive, family photos, email, many of my phone apps, etc...) permanently and took over my phone number on Google Voice temporarily, in order to turn on Microsoft Authenticator in my Microsoft account. So, I can no longer change my password.

This is what I am seeing in the login window...

"Enter the code generated by the Authenticator app."

I never turn on 2-step verification/Microsoft Authenticator because I didn't know exactly what they were until this past week. But, the hackers turn it on in my account, so the verification code is going to the hackers instead of to me. I've been trying to get back in for nearly a week now. Please help me get back into my files, photos, and emails.