I got hacked, and the hacker went into my gmail, and deleted the email. now i cant get back into my microsoft account.

GONZALEZ RIVAS, AXEL 0 Reputation points
2026-05-14T17:06:55.7+00:00

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Please help, i tried to get it back but they responded with

 

Service Request SIR23466403

  

Greetings Axel Gonzalez

  

At Microsoft, safeguarding your account is a top priority. We have thoroughly investigated the account and billing activity associated with your Microsoft account. Based on this review, we’ve confirmed that unauthorized access occurred.

During the investigation, we discovered that the security information on your account had been changed. Due to our strict security protocols and the terms outlined in the Microsoft Services Agreement, we are unable to modify or restore the security settings once they’ve been updated.

If you used this account for Minecraft, we regret to inform you that the game cannot be recovered. A new purchase will be required on a newly created account. We understand this may be disappointing and sincerely apologize for the inconvenience.

Additionally, if you had files stored in OneDrive, those files are no longer accessible. Due to encryption and privacy safeguards, even our engineers cannot retrieve them. While this outcome may not be ideal, it is necessary to ensure your personal data does not fall into the wrong hands.

We recommend that you create a new account.  Thank you for your understanding and patience during the investigation of your account. 

  Sincerely,

 Microsoft Customer Support

Microsoft Security | Microsoft Identity Manager
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  1. AI answer

    2026-05-14T17:07:19.0633333+00:00

    Based on the response from Microsoft Support and the documented guidance, once a hacker has changed the security information (email, phone, and other verification methods) and Microsoft has completed an investigation, the account is no longer recoverable.

    Key points from the official guidance and similar resolved cases:

    1. For hacked or compromised Microsoft accounts, the only supported recovery path is:
      • Use the sign‑in helper and account recovery form, providing as much accurate information as possible about the account’s prior details and activity.
      • This process is automated and is what Support already used in the investigation.
    2. If the attacker has replaced or removed the security information and the recovery form does not validate ownership, there is no alternative method for Microsoft to restore access. Even Support agents cannot override this, because of security and privacy requirements.
    3. As Microsoft’s email to the service request states:
      • Security settings cannot be modified or restored once they’ve been updated by someone else and the investigation is closed.
      • Purchases tied to that account (for example, Minecraft) cannot be moved or recovered; a new purchase on a new account is required.
      • OneDrive files under that account are no longer accessible and cannot be decrypted or retrieved by Microsoft.
    4. The only remaining option is to create and secure a new Microsoft account, then:
      • Enable strong security (strong password, up‑to‑date antivirus as described in the hacked‑account guidance, and updated security info).
      • Regularly review recent activity using the Security basics page to detect unusual sign‑ins early.

    There is no supported technical or support‑driven way to regain access to the compromised account once security info has been changed and recovery attempts have failed.


    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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