I got my email changed

For a hacked Microsoft account where the email and password were changed and ACSR says the account does not exist, only the official recovery and hacked‑account flows are available.

Follow these steps:

1. Use the hacked/compromised account helper
   • Go to How to recover a hacked or compromised Microsoft account and start the helper:
     • How to recover a hacked or compromised Microsoft account
   • Enter the email/phone/Skype name that was originally used on the account.
2. Check whether the email is still a Microsoft account
   • Go to https://account.microsoft.com and enter the original email.
   • If a password prompt appears, that email is still a Microsoft account and you must continue with password/account recovery.
   • If the message says the account doesn’t exist, follow the guidance in How to check if your email address is a Microsoft account and verify spelling and domain (for example, outlook.com vs outlook.co.uk). If it still says it doesn’t exist, the alias may have been removed or the account closed, and recovery options are extremely limited.
3. Try the standard recovery path again
   • Use Recover your account:
     • Recover your account (linked from My username and password have stopped working).
   • Make sure to:
     • Use every alias or phone number that might be on the account.
     • Double‑check domain spelling (.com vs .co.uk, etc.).
   • If it recognizes the account, complete the verification code steps and set a new password.
4. If security info was replaced and recovery fails
   • When a hacker replaces all security info (email/phone), verification codes go to them. In that case, Microsoft support and moderators indicate there is no alternative backend method to restore access if the web recovery form and hacked‑account helper both fail.
   • This is confirmed in similar hacked‑account cases: if the recovery form cannot validate ownership and the security info is fully replaced, the account cannot be recovered.
5. Next steps for Minecraft purchases
   • If the Microsoft account cannot be recovered, contact Minecraft Support separately with proof of purchase and account details, as suggested in similar cases, to see if they can help with game access or migration options.
6. For future protection (once an account is recovered or when creating a new one)
   • Add multiple security methods (alternate email, phone, Microsoft Authenticator) via the security settings page so a single compromised method does not lock out the account.
   • Be cautious with any site or “code” prompt that is not clearly from Microsoft; never enter verification codes into unknown pages.

If the ACSR/recovery flows continue to say the account does not exist and all spelling and domains are correct, the documented guidance indicates there is no further escalation path to regain that specific Microsoft account.

References:

• How to recover a hacked or compromised Microsoft account
• How to check if your email address is a Microsoft account
• My username and password have stopped working
• Change the email address or phone number for your Microsoft account
• Common problems with two-step verification for a work or school account
• What happens if there's an unusual sign-in to your account
• Help us secure your account
• Cannot Access Microsoft Account After Hacker Changed Email, Advice Needed - Microsoft Q&A
• My account got hacked. - Microsoft Q&A
• My account got hacked - Microsoft Q&A
• Please confirm my e mail address as <removed PII>@outlook.com - Microsoft Q&A