Microsoft Account Hacked and Need Old Suspended and Case Number Verified

For a hacked personal Microsoft account where the email and security info have been changed and the recovery form was denied, only the official recovery and security workflows can be used. Community forums, moderators, and standard support channels cannot directly suspend, erase, or modify the account on behalf of the owner.

Use these steps and options from the available guidance:

1. Follow the hacked/compromised account process
   • Go through the official guidance for compromised accounts: scan devices for malware, then attempt password reset and account recovery as described in How to recover a hacked or compromised Microsoft account.
   • Start with the sign‑in helper tool, which will either provide self‑help steps or options to talk to an agent:
     • Start
2. Use the account recovery form as completely as possible
   • If locked out and normal reset fails, submit the Microsoft account recovery form and provide every detail that can prove ownership (old passwords, devices, purchase info, etc.).
   • If the form result says the account cannot be verified, it can be retried up to two times per day with more accurate information.
   • After submission, results are sent to the working email address provided, usually within 24 hours. If verification fails, there is no manual override; if verification succeeds, instructions to sign back in are sent.
   • Details on what happens after submission and how often it can be retried are in Help with the Microsoft account recovery form.
3. If security info was fully replaced by the attacker
   • When a hacker removes all original security info and replaces it, and the recovery form continues to fail, guidance indicates there is no other working method to recover or take control of that Microsoft account, and support cannot bypass this.
   • In such cases, the account may effectively be unrecoverable, even if there is strong evidence like videos or threats. The automated ownership checks still have to succeed.
4. About suspending or erasing the old account
   • Support agents and advocates are not allowed to directly send password reset links or change account details except through the official forms and flows.
   • The documentation and forum guidance do not provide a separate user‑initiated process to request suspension or erasure of a specific hacked personal Microsoft account outside of the standard hacked‑account and recovery workflows.
   • If the account cannot be verified as yours via the recovery form, there is no documented way to force suspension solely based on a request.
5. Creating and using the new Microsoft account
   • For ongoing use of Microsoft Store and other services, continue with the new Microsoft account that can be accessed.
   • If sign‑in to Microsoft Store fails with errors when choosing between two identities on the same email, that typically reflects how aliases or identities are stored on Microsoft’s side. The available guidance focuses on recovering or securing the original account; if that fails, the practical path is to use the new account for future purchases and services.
6. If the account was used for Minecraft or other purchases
   • For Minecraft specifically, separate guidance suggests contacting Minecraft Support to see if they can offer alternatives when a Microsoft account is unrecoverable.

In summary, all available official options are:

• Use the hacked/compromised account guide and sign‑in helper.
• Submit and, if needed, retry the account recovery form with maximum detail.
• If verification fails repeatedly and security info was replaced, treat the account as unrecoverable and continue with the new account for future use.
• For linked services like Minecraft, contact their dedicated support as suggested.

References:

• How to recover a hacked or compromised Microsoft account
• Help with the Microsoft account recovery form
• Hello , welcome to Account help & learning
• How to help keep your Microsoft account secure
• Microsoft account has been locked
• I can't sign in to my Microsoft account
• 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
• Cannot Access Microsoft Account After Hacker Changed Email, Advice Needed - Microsoft Q&A
• my microsoft account has been compromised - Microsoft Q&A