365 Account Hacked

Zoe Mortimer 0 Reputation points
2026-07-08T16:50:00.84+00:00

How can I speak to a actual support agent

My account has been hacked and the password and recovery phone number has been hanged to m-*****@rambler.ru‎

Subscription was on automatic renewal by credit card and has just been renewed but I can't access my account, and I can;'t find what the original password was. Can I delete my old 365 account and move the renewal to a new account if so how ?

Microsoft 365 and Office | Subscription, account, billing | For home | Windows
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Darhyl Amizola 50,040 Reputation points Independent Advisor
2026-07-08T17:25:40.7833333+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.

Since the security info has been replaced by the hacker, I'm afraid there is no other working method to recover the Microsoft account, and Microsoft Support cannot help either.

Unfortunately, it is not possible to transfer the subscription from one account to another.

As for the recurring subscription, you'll need to contact your financial institution/bank directly and request to freeze all charges from Microsoft, cancelling the subscription on its renewal in the process and preventing any unauthorized purchases.

You may also need to have your card blocked and request a new one.

Thank you for your understanding.

Best regards,

Darhyl

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  1. Darhyl Amizola 50,040 Reputation points Independent Advisor
    2026-07-09T17:04:33.3933333+00:00

    If you are no longer able to recover your account and as previously mentioned, you will need to contact your bank directly and request that they block all charges from Microsoft, which will effectively cancel the subscription on its renewal date.

    You may also need to ask your bank to issue you a new card.

    Best regards,

    Darhyl

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