This browser is no longer supported.
Upgrade to Microsoft Edge to take advantage of the latest features, security updates, and technical support.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(214.4, 40%, 30%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EAB%3C/text%3E%3C/svg%3E)
Last week my Microsoft account was hacked but I am unable to change the password or interact with the account in any meaningful way.
When attempting to login with any of my passkeys, it results in an error telling me "We couldn't use your device to verify your identity. Enter your password to sign in." But my password AND the recovery email have been changed. The recovery email has a strange domain "@dhotliena.com."
It seems that the domain email has also been changed to this weird address because every time I try to login with my email address it says my account does not exist which also voids my option of filling out a recovery support ticket.
My session on all my devices is still good which is how I'm able to attempt a login to the account.
This account has much of my sensitive information on it but it seems to be out of my hands at this point.
![](data:image/svg+xml, %3Csvg xmlns='http://www.w3.org/2000/svg' height='64' class='font-weight-bold' style='font: 600 30.11764705882353px "SegoeUI", Arial' width='64'%3E%3Ccircle fill='hsl(297.6, 39%, 38%)' cx='32' cy='32' r='32' /%3E%3Ctext x='50%25' y='55%25' dominant-baseline='middle' text-anchor='middle' fill='%23FFF' %3EDA%3C/text%3E%3C/svg%3E)
Hey there! Nice to meet you!
I'm sorry you are experiencing this.
Based on your description, the hacker was able to remove the account's primary email address/security info and replace it with their own email address.
Since the security info has been replaced by the hacker, I'm afraid there is no other working method to recover the Microsoft account, and Microsoft Support cannot help either.
Thank you for your understanding.
Best regards,
Darhyl
I see, thanks much. Going forward would it be safe to use the old email address to create a new Microsoft account, assuming I have reset my passwords and enabled 2fa? And if it's not too much trouble, what steps should I take to protect myself from the old account and ensure my information is safe?
