Microsoft is not helping me recover my hacked/lost microsoft account

The screenshot shows that the security email on the account has been changed, so verification codes are going to an address that is not yours. In this situation recovery is only possible through the official hacked‑account and account‑recovery flows; support cannot manually override them.

Follow these steps end‑to‑end:

1. Run through the hacked‑account guide
   • Use the official guidance for compromised accounts: How to recover a hacked or compromised Microsoft account.
   • Start with the built‑in Sign‑in Helper tool from that page. It will ask for your email/phone and route you either to self‑help or to a support option.
2. If you still know the password but lost access to security info
   • Begin sign‑in to the account.
   • When prompted to verify using the unknown email/phone, choose I don't have any of these (or similar wording).
   • Follow the flow to replace your security info as described in Troubleshoot Microsoft verification code issues under “I've lost access to my Microsoft account security info”.
   • After replacing all security info, there is a mandatory 30‑day waiting period before full access is restored. During this time, the old security info might still work; if you regain access to it and use it, the pending change is cancelled.
3. If you no longer know the password and cannot use any security info
   • Use the Microsoft account recovery form:
     • Read the guidance in Help with the Microsoft account recovery form.
     • Then submit the form via the Account recovery form link in that article.
   • Complete it from a device and location you previously used with this account (same PC, home network, etc.).
   • Provide as much exact information as possible (old passwords, subject lines of recent emails, services used, etc.). Microsoft reviews the form and responds within about 24 hours.
4. If the recovery form is repeatedly denied
   • Per the guidance and Q&A references, if the recovery form and Sign‑in Helper both fail and the attacker has replaced the security info, there is no additional method for Microsoft to restore the account. Support agents are not allowed to reset passwords or bypass security when the automated checks fail.
   • In that case, the only option is to create a new Microsoft account and secure it with strong password and up‑to‑date security info.

To “fix” the current situation, the practical options are therefore:

• Use I don’t have any of these at the verification prompt and complete the 30‑day security‑info replacement process, or
• If that is not offered or fails, submit the account recovery form with maximum detail and wait for the result.

References:

• How to recover a hacked or compromised Microsoft account
• Troubleshoot Microsoft verification code issues
• Help with the Microsoft account recovery form
• My username and password have stopped working
• I can't sign in to my Microsoft account
• Hello , welcome to Account help & learning
• Need help with hacked microsoft account - Microsoft Q&A
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• How do I send an email to Microsoft about my account being hacked and taken over by <removed> ? - Microsoft Q&A