account hacked and cannot recover

Use the Microsoft account Sign-in Helper first. It is the supported path for a hacked or compromised Microsoft account and can either guide through self-help steps or offer the chance to talk to an agent.

If access is still blocked, follow this order:

1. Scan the PC for malware before changing the password
   • Update antivirus protection and run a full scan.
   • On Windows 8.1 or Windows 10/11, Windows Defender is available from Start and can be used to turn on malware protection.
2. Change or reset the password
   • If sign-in still works, change the password immediately.
   • If sign-in does not work, use the password reset flow.
3. Review account security activity
   • Go to the Security basics page.
   • Select Review activity and check for unusual sign-in attempts.
   • For activity that is not recognized, select This wasn't me or Secure your account as shown on the activity entry.
4. Check account settings that may have been changed
   • Review connected accounts, forwarding, and automatic replies.
5. If recovery was denied, try again carefully
   • Recovery requests can be retried up to two times per day.
   • Review the guidance for the recovery form before submitting again.
6. Important limitation
   • Support agents and advocates are not allowed to send password reset links or access and change account details.
   • If two-step verification is turned on and none of the alternate verification methods are available, recovery assistance is not available through support.
7. If the username is no longer recognized
   • Try any other email alias or phone number that was on the account.
   • Also verify the correct email domain, such as .com vs .co.uk.
   • If the account still cannot be found, use Contact support and report that the username has stopped working.

References:

• How to recover a hacked or compromised Microsoft account
• Account recovery unsuccessful
• What happens if there's an unusual sign-in to your account
• My username and password have stopped working
• Help with the Microsoft account recovery form