Hacked Account

Follow these steps to regain access and know where to send information:

1. Use the official Sign-in Helper (starting point for hacked accounts)
   • Go to the Sign-in Helper for hacked or compromised Microsoft accounts: use the Start button in the “How to recover a hacked or compromised Microsoft account” article.
   • Enter the Outlook/Microsoft account email or phone number that was hacked.
   • The tool will either show self-help options or give the option to contact an agent. This is the correct channel instead of sending information by email.
2. Run through the hacked-account recovery steps The official guidance for compromised accounts is:
   • Step 1: Scan the PC for malware/viruses before changing any passwords. If using Windows 8.1 or Windows 10/11, turn on and run Windows Defender, then do a full scan.
   • Step 2: After the scan, try to sign in and change the password. If sign-in is not possible, use the password reset option from the same article.
   • Step 3: Once access is restored, review account settings (connected accounts, forwarding, automatic replies) and remove anything not recognized.
3. If security info was changed and codes go to the attacker
   • If the attacker added their own alternate email and security info was replaced, the account may be in a “security info change pending” state. When that message appears, use the built-in links on that page:
     • Cancel this request if the change was initiated and the old security proofs are still available.
     • Let us know if the change was not made by the account owner; this routes through the unauthorized-change flow.
   • If access to “Manage how you sign in” is possible, remove any aliases (email addresses) that are not recognized.
4. Use the Microsoft account recovery form (where to submit information)
   • If normal reset flows fail, submit the official account recovery form (linked from the hacked-account article and from “Help with the Microsoft account recovery form”).
   • Before filling it out:
     • Ensure there is a working contact email (can be a different Outlook.com or a Gmail address). This is where Microsoft will send updates about the request.
   • The form itself is the place to enter all requested information (old passwords, transaction details, etc.); do not send this information by direct email to Microsoft, as support agents cannot accept or process recovery details outside the official form and tools.
   • Microsoft reviews the form and responds to the contact email, typically within 24 hours.
5. If recovery keeps failing
   • If the recovery form is repeatedly denied and the attacker has replaced all security info, moderators indicate there is no other working method to recover the account; Microsoft Support cannot override the automated decision.

For the Gmail address provided, use it only as the contact email inside the official recovery form or when prompted in the Sign-in Helper or Support contact flow, not by sending a free-form email.

References:

• How to recover a hacked or compromised Microsoft account
• Hello , welcome to Account help & learning
• Help with the Microsoft account recovery form
• My account got hacked. - Microsoft Q&A
• How do I send an email to Microsoft about my account being hacked and taken over by <removed> ? - Microsoft Q&A
• Need help with hacked microsoft account - Microsoft Q&A
• My account got hacked - Microsoft Q&A
• my microsoft account has been compromised - Microsoft Q&A