Microsoft locked my account during account recovery.

Francis LoGiudice 25 Reputation points
2026-08-17T05:04:21.6966667+00:00

My Microsoft account was recently hacked and the password was changed. I submitted an account recovery request, and instead of letting me change my password they locked my account and changed the primary alias. They then sent me an email explaining this, and then prompted me to submit another request providing information I missed, like my XBOX Device ID and Gamertag. The problem is, there is absolutely no way for me to submit another request, because my only option is to enter the original email and every time I do it says my account doesn't exist. It is a frustrating loophole of being sent to the same useless "Sign-in Helper". I acquired the information needed to recover my account but because of this I can't even submit a new request. Is there any way around this?

[Windows for home | Windows 11 | Accounts, profiles, and login]

Microsoft 365 and Office | Subscription, account, billing | For home | Windows
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Answer accepted by question author
Norah-L 10,495 Reputation points Microsoft External Staff Moderator
2026-08-17T09:33:10.8533333+00:00

Hello Francis LoGiudice,

I’m sorry you’re stuck in this recovery loop. I understand that your Microsoft account was compromised and the password and primary alias were changed. Although you now have the additional Xbox information requested for recovery, you cannot submit another request because the original email address is no longer recognized.

In this situation, please contact Microsoft Support directly so they can review your situation and advise you on how to provide the missing information. Since this is a user-to-user support forum, contributors and moderators cannot access your account or intervene in the recovery process, we can only share suggestions based on our findings and personal experiences.

Here's how to reach out to the Support Team (live chat):

  1.  Go to: https://support.microsoft.com/home/contact
  2. In the search box, enter a short description of your issue.
  3. Hit "Get Help"
  4. Scroll down and select Sign in to contact support for further assistance (you can sign in using another personal Microsoft account). Then follow the on-screen prompts to reach Support Team.

Tip: Support chat availability may vary by country/region, product, and support hours. If you can't get in touch with a chat agent right away, trying again later or at a different time may help.

Hopefully your concerns will soon be addressed. Thank you so much for your patience!

Best regards.

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