Account Compromised

If the attacker changed the password and turned on two-step verification, recovery is very limited.

The supported path is:

1. Try the Sign-in Helper first. It can guide to self-help steps or offer the chance to talk to an agent: Sign-in Helper
2. If the account was compromised, scan the PC before changing any other passwords:
   • Open Windows Security
   • Go to Virus and threat protection
   • Select Scan options > Full scan > Scan now
3. If access is regained, immediately change the password and review account settings such as connected accounts, forwarding, and automatic replies.

Important limits from Microsoft support:

• If two-step verification is turned on and there is no access to any alternate verification method, support agents cannot send password reset links or change account details.
• If the attacker changed the sign-in details so the original email is no longer recognized, standard recovery may no longer work.
• Microsoft support advocates cannot provide account information without proper validation.

If the Sign-in Helper does not restore access, the remaining official option is to contact support through the public support flow: Contact Microsoft Support. That page routes to the best support option, but support still cannot bypass account security protections.

• How to recover a hacked or compromised Microsoft account
• Help with the Microsoft account recovery form
• Check products or services where you used your Microsoft account
• How to get a Microsoft account recovery code