My Account Was Hacked and new Email Added By Hack

Follow these steps in order, using only Microsoft’s official self‑service tools. Support agents cannot directly reset or unlock personal Microsoft accounts.

1. Confirm your device is clean
   Since the laptop had malware, ensure it is fully clean before trying to recover the account:
   • Install or enable an antivirus solution and run a full scan.
   • On Windows 10/11, turn on and use Windows Defender to run a full scan as described in the hacked‑account article.
2. Use the hacked/compromised account flow
   Go through the official “hacked account” guide and sign‑in helper:
   • Start from the hacked/compromised account troubleshooter and follow the prompts. It will ask for the email/phone of the affected Microsoft account and then guide through either self‑help or contact options.
3. Try standard password reset first
   • Go to the Microsoft account sign‑in page.
   • Enter the hacked account’s email and choose Forgot my password.
   • When asked why, choose I think someone else is using my Microsoft account and follow the steps.
   • If any of the old security options (phone, alternate email) still work, use them to receive a code and reset the password.
4. If password reset fails, use the account recovery form
   Because the hacker added their own email, recovery depends on proving ownership via the recovery form:
   • Use the Sign‑in Helper first; if it directs to the recovery form, fill it out carefully.
   • Provide as much accurate information as possible (old passwords, subject lines of recent emails, contacts, Xbox/Store usage, etc.).
   • Ensure a working contact email (different from the hacked account) is provided; Microsoft will send the decision there, usually within 24 hours.
   • If a previous attempt failed, review the guidance in the recovery‑form help article and then submit a new request from a different browser/device if possible.
5. Understand the limits if security info was replaced
   • If the attacker has changed the primary alias and all security info (emails/phones) and the recovery form cannot verify ownership, the account may no longer be recoverable.
   • In that case, even Microsoft Support cannot override the automated checks or manually restore access.
6. After regaining access (if recovery succeeds)
   Once back in the account:
   • Run through the hacked‑account checklist: change the password again, review connected accounts, forwarding, and automatic replies to remove anything suspicious.
   • On the Advanced security options page, remove any unknown email addresses or phone numbers and add trusted ones as additional ways to sign in or verify.
   • Add alternate email and mobile phone info so future recovery is easier, and keep them up to date.

If repeated recovery‑form attempts fail and the security info has been fully replaced by the attacker, there is no additional escalation path; a new Microsoft account will be required.

References:

• How to recover a hacked or compromised Microsoft account
• Help with the Microsoft account recovery form
• Hello , welcome to Account help & learning
• What happens if there's an unusual sign-in to your account
• Help protect your Outlook.com email account
• How to help keep your Microsoft account secure
• My username and password have stopped working
• Account hacked - Microsoft Q&A
• My account got hacked. - Microsoft Q&A
• My account got hacked - Microsoft Q&A
• my microsoft account has been compromised - Microsoft Q&A
• How do I send an email to Microsoft about my account being hacked and taken over by <removed> ? - Microsoft Q&A