Email account hacked and locked out.

Question

Email account hacked and locked out.

Adrian Newnham 0

I have been locked out of my email account and MSN account.

They set up shopping accounts with JD Williams, stole my car insurance by adding a named driver and changing the car, tried to buy stuff on my AliExpress account.

Deleted all my email folders and keep changing the language, and time zone, to Vietnam.

The backup email has been locked as well.

It has been a constant cyber attack for over a month!

Police have been informed and are looking into it.

I need to secure the account, then I will close it.

Can't seem to get anywhere with the Microsoft support system.

Priya V 5 Reputation points

2026-09-04T11:28:24.82+00:00
Hi, this sounds like your account has been compromised. Since you've already involved the police, the most important step is to regain control and secure the account immediately.

Please try these steps:

Go to https://account.live.com/password/reset and attempt to reset your password.

If you can't sign in, complete the Microsoft Account Recovery form: https://account.live.com/acsr.

Once you're back in, remove any unknown devices, email aliases, forwarding rules, recovery methods, and enable two-step verification.

Change passwords for any accounts linked to that email (banking, shopping, insurance, etc.).

If the attackers still have access and recovery isn't possible, continue working with Microsoft Support and provide any evidence from the police report.

If Microsoft Support is not responding, keep the case number available and request escalation to the Account Recovery team. Hope you're able to get this resolved soon.

1 answer

Your answer

Priya V 5 Reputation points

2026-09-04T11:28:24.82+00:00

Hi, this sounds like your account has been compromised. Since you've already involved the police, the most important step is to regain control and secure the account immediately.

Please try these steps:

Go to https://account.live.com/password/reset and attempt to reset your password.

If you can't sign in, complete the Microsoft Account Recovery form: https://account.live.com/acsr.

Once you're back in, remove any unknown devices, email aliases, forwarding rules, recovery methods, and enable two-step verification.

Change passwords for any accounts linked to that email (banking, shopping, insurance, etc.).

If the attackers still have access and recovery isn't possible, continue working with Microsoft Support and provide any evidence from the police report.

If Microsoft Support is not responding, keep the case number available and request escalation to the Account Recovery team. Hope you're able to get this resolved soon.

Answer 1

Please note we’re fellow users like yourself & have no access to accounts.

Try recovering your account here:

Locked account:

https://support.microsoft.com/account-billing/account-has-been-locked-805e8b0d-4141-29b2-7b65-df6ff6c9ce27

Hacked:

https://support.microsoft.com/account-billing/how-to-recover-a-hacked-or-compromised-microsoft-account-24ca907d-bcdf-a44b-4656-47f0cd89c245

Or:

Can’t sign in:

https://support.microsoft.com/account-billing/you-can-t-sign-in-to-your-microsoft-account-475c9b5c-8c25-49f1-9c2d-c64b7072e735

You can try also https://support.microsoft.com/home/contact & type Account Recovery in the box, then choose the Contact Support tab above & select Windows, then recovery from the drop down menus.

If none of the above work then you’ll require the account recovery form:

https://account.live.com/acsr

Please note if you have 2/multi factor authentication active on your account then you cannot use the form to recover the account.

If you’re successful in changing the details then you may find that the account is limited for 30 days, this is a security feature & cannot be circumvented.

Please be aware that if the email address has been changed to that of the hacker &/or 2fa/mfa has been enabled then usually there’s nothing which can be done.

If you have a bank card/credit card or banking details connected to your account then contact them to cancel the cards so the hacker cannot use the details.

You should also contact JD Williams, your car insurer & access all account where you can still sign in & change the password & set up 2 factor authentication to lock the hacker out.

Thomas, Alvin 0 Reputation points

2026-09-16T23:22:02.59+00:00

so is there any possible way if the hacker has set the 2fa to his acc. How do I recover my acc if i can
Virginia M 42,075 Reputation points Independent Advisor

2026-09-16T23:25:39.9933333+00:00

If the hacker set up 2fa on your Microsoft account then unfortunately nothing can be done. For non MS accounts then they may have their own recovery method.