Account got hacked

For a hacked personal Microsoft account where the attacker has changed the security info and enabled their own two-step verification, only the official self-service recovery flows can be used; support agents cannot bypass them or manually verify identity for consumer accounts.

Follow these steps in order:

1. Use the official hacked-account troubleshooter
   • Go to the hacked/compromised account guide and start the sign-in helper: How to recover a hacked or compromised Microsoft account.
   • Enter the hacked Microsoft account address and follow the flow. It will either present self-help or a path to contact an agent, but it still relies on the automated verification system.
2. Submit the Microsoft account recovery form carefully
   • When normal reset options fail, the account recovery form is the only way to prove ownership: Help with the Microsoft account recovery form.
   • Complete it from a device and location previously used to sign in to this account (same PC/phone, home network, etc.). This increases the chance of automated verification.
   • Provide as much detail as possible, including:
     • Old passwords (such as the one remembered).
     • Email addresses of contacts and recent subject lines sent from the account.
     • Approximate dates of account creation and sign-ins.
     • Any other recovery info previously configured.
   • If the form is not accepted, it can be retried up to two times per day.
3. Wait for the recovery decision email
   • After submitting the form, an email is sent within 24 hours to the working recovery address entered at the start of the form explaining whether the account was verified or not: Help with the Microsoft account recovery form.
   • If verification fails, adjust the information (more accurate past passwords, contacts, subjects, etc.) and try again after any lockout period.
4. Understand the limits when 2FA and security info were replaced
   • If the attacker has fully replaced the security info and enabled their own two-step verification, and the recovery form repeatedly fails, there is no alternate manual override. Multiple moderators confirm that if the automated recovery and security-info flows do not succeed, the account becomes unrecoverable and Microsoft Support cannot restore access.
5. After (and if) access is regained
   • Immediately follow the hacked-account steps:
     • Run a full malware/antivirus scan on all devices used with the account before changing any passwords: How to recover a hacked or compromised Microsoft account.
     • Change the account password to a strong, unique one.
     • Review and correct account settings such as connected accounts, forwarding, and automatic replies.
   • Then add secure verification methods (e.g., Microsoft Authenticator, updated phone/email) so future recovery is easier.
6. Minecraft purchase
   • Recovery of the Microsoft account controls access to the Minecraft license. If the Microsoft account cannot be recovered via the automated process, Minecraft access tied to that account may also be unrecoverable. The Minecraft support team can be contacted separately for any game-specific options, but they cannot bypass Microsoft account security.

References:

• How to recover a hacked or compromised Microsoft account
• Help with the Microsoft account recovery form
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
• My account got hacked. - Microsoft Q&A
• my microsoft account has been compromised - Microsoft Q&A
• My account got hacked - Microsoft Q&A
• Need help with hacked microsoft account - Microsoft Q&A