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For a hacked or compromised Microsoft account where the attacker has changed the password and security information (alternate email, phone, authenticator), follow only the official Microsoft recovery process. If the attacker has replaced all security info, recovery may not be possible if ownership cannot be verified.

1. Use the Sign-in Helper for hacked accounts

• Go to the official Sign-in Helper for Microsoft accounts: use the button Open the Sign-in Helper for support options or hacked account issues.
• Enter the email address or phone number of the affected Microsoft account.
• Follow the guided steps. If a problem is detected, it will show what to do next or how to contact support.

2. Run through the hacked-account recovery steps

• Follow the guidance in How to recover a hacked or compromised Microsoft account:
  1. Scan all PCs and devices used with the account for malware using an up-to-date antivirus or Windows Defender.
  2. If sign-in is still possible on any device, immediately change the password using the change your password link and create a strong password.
  3. If sign-in is not possible, use the reset your password link and complete the process.
  4. After regaining access, review account settings such as connected accounts, forwarding, and automatic replies to remove anything the attacker added.

3. Use the account recovery form if you cannot sign in

• If the password reset options all point to the attacker’s email or authenticator, use the Recover your account / account recovery form.
• Provide as much accurate information as possible (old passwords, subjects of recent emails, contacts, etc.). This automated process is the only way to prove ownership.
• If the recovery form result says the request wasn’t granted, and security info has been fully replaced, the account may not be recoverable.

4. If the username is no longer recognized

• If the sign-in page shows “We couldn’t find an account with that username”, follow the steps in My username and password have stopped working:
  • Use the Recover your account link and try any other alias (email or phone) that might be on the account.
  • If still not recognized, use the Contact support button on that page and explain that the username has stopped working.

5. If the account is locked or shows security-info-change pending

• If the account shows messages like security info change pending or the account is locked, follow the guidance in Microsoft account has been locked and the security-info-pending article referenced in the Q&A:
  • From the pending screen, use the built-in options such as Let us know if the change was unauthorized.
  • Do not submit multiple forms; wait for Microsoft’s review.

6. Contact Microsoft Support if forms or tools fail

• If the Sign-in Helper and recovery form fail but still allow contact, use the Contact - Microsoft Support path described in the Q&A:
  • Sign in with another personal Microsoft account.
  • Under Products & Services choose “Other Products”, and under Categories choose “Manage account security”.
  • Use Chat with a support agent in your web browser and describe that the account was hacked, security info was changed, and recovery is failing.

If the attacker has fully changed the email, phone, and verification methods and the recovery form cannot verify ownership, Microsoft Support cannot override this for personal accounts, and the account may remain unrecoverable.

References:

• How to recover a hacked or compromised Microsoft account
• I can't sign in to my Microsoft account
• My username and password have stopped working
• Microsoft account has been locked
• Hello , welcome to Account help & learning
• My account got hacked. - Microsoft Q&A
• Need help with hacked microsoft account - Microsoft Q&A
• How do I send an email to Microsoft about my account being hacked and taken over by <removed> ? - Microsoft Q&A
• My account got hacked - Microsoft Q&A
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A