Sending, receiving, and organizing email in Outlook.com
For a Microsoft account that was taken over and had the email, password, and phone number changed, the supported recovery path is:
- Start with the Microsoft Sign-in Helper tool. It checks the account details provided and either shows self-help steps or offers the chance to talk to an agent.
- If the account was hacked, run a full antivirus scan on the PC first, then change or reset the password if access is regained.
- If sign-in still fails, use the Microsoft account recovery form. Fill in as much information as possible. Microsoft reviews the answers and responds within 24 hours.
- If the recovery form cannot be completed successfully, use Contact Microsoft Support and choose the account security/sign-in path to reach the best support option.
Important limits from Microsoft support:
- Support agents are not allowed to send password reset links or directly access and change account details.
- If two-step verification was turned on and none of the alternate verification methods are accessible, support cannot help recover the account.
- For the recovery form, providing more account history improves the chance of success. Helpful details can include old passwords, Outlook contacts or subject lines, Skype details, Xbox console hardware ID, and evidence of Microsoft services previously used with the account.
If the original username is no longer remembered, places to check include:
- A Windows 10/11 device already signed in: Start > Settings > Accounts > Email & app accounts
- Office apps: File > Account and look for Belongs to
- Email inboxes for Microsoft receipts or purchase confirmations
References:
- I can't sign in to my Microsoft account
- 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 change your Microsoft account name or address
- Change the email address for your Microsoft account