hacked/compromised account

The next steps are:

1. Use the sign-in helper first: Start with the Microsoft sign-in helper tool. It can guide to the correct recovery path and, in some cases, offer the option to talk to an agent.
   Start
2. If the PC was used to access the account, scan it for malware before changing anything else: In Windows Security, open Virus and threat protection > Scan options > Full scan > Scan now. This is important before changing or resetting the password.
3. Try password reset again: If sign-in is still blocked, use Forgot my password or the password reset flow. If the account shows unusual activity, Microsoft also advises selecting I think someone else is using my Microsoft account during recovery.
4. Submit the account recovery form again with more detail: The recovery form is the primary recovery method. Include as much exact information as possible:
   • old passwords used on the account
   • exact Outlook.com or Hotmail.com email subject lines, if applicable
   • contacts that were emailed from the account
   • Skype details, if used
   • Xbox console hardware ID, if the account was used on Xbox
   • details about Microsoft services used with the account Wrong answers do not count against the request, and adding more detail improves the chance of recovery.
5. If access is regained, immediately review account settings: Check connected accounts, forwarding, and automatic replies, because these settings may have been changed after the compromise.
6. If the account is blocked due to unusual sign-in activity: Use the Outlook.com unblock flow through Sign-in Helper. If that still fails, continue with the standard sign-in recovery path.

Important facts for this situation:

• Microsoft support agents are not allowed to send password reset links or directly change account details.
• Account recovery is largely automated.
• If the attacker changed core account data such as the associated email and recovery attempts continue to fail, the account may no longer be recoverable.

• How to recover a hacked or compromised Microsoft account
• Help with the Microsoft account recovery form
• What happens if there's an unusual sign-in to your account
• Unblock my Outlook.com account
• Compromised account - Microsoft Q&A