microsoft account recovery

Use the Microsoft account recovery flow with the original email address for the account, even if a hacker changed the current sign-in email.

1. Start with the sign-in helper for hacked accounts: Start
   • This tool asks for the email address or phone number and either shows self-help steps or offers the chance to talk to an agent.
2. If access is still blocked, use the Microsoft account recovery form.
   • If the account was created with the original email, enter that original address as the account to recover.
   • Provide a working contact email that can receive updates about the recovery request.
   • Add as much detail as possible. Helpful details include:
     • old passwords
     • Outlook.com or Hotmail.com contacts and exact email subject lines
     • Skype ID, contacts, or recent Skype purchase details
     • Xbox console hardware ID from a console used frequently
     • other Microsoft services used with the account
   • Microsoft reviews the answers and responds to the contact email within 24 hours.
   • If the request is not verified, the form can be retried up to two times per day.
3. Important limitation:
   • 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.
4. If the account is recovered, immediately secure it:
   • Run a full malware scan on the PC first.
   • Then change or reset the password.
   • Review account settings such as connected accounts, forwarding, and automatic replies, because these may have been changed during the compromise.
5. If unusual sign-in alerts were received and sign-in is still possible on any session, go to the Security basics page, review recent activity, report anything unrecognized, and change the password.

References:

• How to recover a hacked or compromised Microsoft account
• Help with the Microsoft account recovery form
• I can't sign in to my Microsoft account
• What happens if there's an unusual sign-in to your account