My primary account IS HACKED

For a hacked Outlook.com or Microsoft account, use the Microsoft Sign-in Helper first. It asks for the email address or phone number, then provides the available self-help steps or the option to talk to an agent.

If access is still possible on the PC used with that account, do this in order:

1. Scan the PC for malware before changing the password
   • Open Windows Security.
   • Go to Virus and threat protection.
   • Select Scan options > Full scan > Scan now.
   • This should be done before changing the password.
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 settings that attackers often change
   • Check connected accounts.
   • Check forwarding.
   • Check automatic replies.
4. If the account is blocked or locked
   • Use the online unlock process and request a security code.
   • Any phone number that can receive text messages can be used; it does not need to already be associated with the account.
   • The code expires after 10 minutes.
   • If the code does not work, enter the numbers from the body of the message, not the header.
5. If the normal recovery steps fail
   • Use the Microsoft account recovery guidance and the account recovery form help.
   • If two-step verification was turned on and none of the alternate verification methods are accessible, support agents cannot send password reset links or change account details.
6. If the hacker changed the account’s associated email or recovery information
   • Recovery becomes significantly more difficult, and the account may no longer be recoverable through normal recovery methods.

If the mailbox or OneDrive storage is full, Outlook.com may also stop sending or receiving mail until space is cleared.

• How to recover a hacked or compromised Microsoft account
• Microsoft account has been locked
• Help with the Microsoft account recovery form
• Unblock my Outlook.com account