my microsoft account is gone

Joshua Andrada 20 Reputation points
2026-07-07T15:34:17.0866667+00:00

I log in to Minecraft to see a different email, "@mail.autoeemail.ru" and it's requesting a code from @bonjourfmail.com. These emails are not mine, and then I thought I was hacked. I then tried to log in on the Microsoft website using the Windows Hello passkey only to see Windows Security: "There was a problem signing in with your passkey." After that, I tried recovering my email using Microsoft support, with the result that my account was recognized as not valid and "The Microsoft account you've entered does not exist." When I tried to sign in the account as new, it directed me to this current account I was using and branded the lost account as a recovery email.

I looked into every possible way to recover my account, but I can't do anything when Microsoft won't even recognize the account I was trying to recover. How can this problem be solved?

Windows for home | Windows 11 | Accounts, profiles, and login
Answer accepted by question author
Darhyl Amizola 50,040 Reputation points Independent Advisor
2026-07-07T16:25:11.76+00:00

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, which is why you receive the error that your account does not exist when signing in.

Since the security info has been replaced, I'm afraid there is no other working method to recover the Microsoft account, and Microsoft Support cannot help either.

However, I would recommend reaching out to Minecraft Support regarding your Minecraft account if they can provide an alternative option:

https://help.minecraft.net/hc/en-us/request/new?ticket_form_id=360001225811

Thank you for your understanding.

Best regards,

Darhyl

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  1. Bulldog 4,645 Reputation points
    2026-07-07T16:39:26.3733333+00:00

    "my microsoft account is gone"

    That is correct, unfortunately. You will never be able to recover your Microsoft account under the circumstances you described, and there isn't anything that Microsoft can do about it. Now you have to worry about what harm could be done by the thief with all the information from your Microsoft account that is in their possession.

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  2. Ayush Kumar Singh 0 Reputation points
    2026-07-07T16:10:32.85+00:00

    Use the Microsoft Account Recovery Form

    • Go to https://account.live.com/acsr.
    • Enter the original email you believe was compromised.
    • Provide as much info as possible (old passwords, Xbox/Minecraft purchase details, contacts, etc.).
    • Microsoft uses this to verify ownership even if recovery details were changed.

    Contact Microsoft Support directly

    • Since the automated system isn’t recognizing your account, you’ll need human support escalation.
    • Call Microsoft Support from here.
    • Explain that your account was hijacked and the primary alias replaced.
    • Provide proof of ownership (purchase receipts for Minecraft, Xbox Live, or any Microsoft Store transactions).

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