Account Hacked

Jonathan Haggarty 0 Reputation points
2026-09-13T07:22:37.37+00:00

My account has been hacked and the credit card linked to it has started to be charged by Microsoft for some thing. The credit card company are telling me I need to speak with Microsoft but I can’t get through to anyone and I’m waiting on a response via their case system. How do I get this urgently escalated? I’ve cancelled the card for now but I really need it looked at.

Microsoft 365 and Office | Subscription, account, billing | For home | Windows
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  1. AI answer

    2026-09-13T07:22:54.8266667+00:00

    There is no manual urgent escalation path for Microsoft account recovery through support. Support agents cannot send password reset links or directly access and change account details.

    For the fastest supported path:

    1. Start with the Microsoft sign-in helper tool: Start sign-in helper
    2. If the account is hacked, first 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
    3. After the scan, sign in and change the password, or reset it if sign-in fails.
    4. Check account settings that are commonly changed after compromise, especially connected accounts, forwarding, and automatic replies.

    For the charges:

    1. If the charge appears on the Microsoft account, go to the Manage your payments page and select Investigate.
    2. If the charge does not appear on the Microsoft account, treat the card as compromised. In that case, the correct path is through the card issuer’s dispute process. Microsoft can respond to those claims through the dispute process, but billing support cannot directly investigate charges made on someone else’s Microsoft account using the card.
    3. Since the card has already been cancelled, also request a replacement card if that has not already been done, and update any legitimate automatic payments that used the old card.

    If direct help is still needed, use Microsoft support entry points:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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  2. Diana Mariz 10,905 Reputation points Independent Advisor
    2026-09-13T08:01:48.3066667+00:00

    Hello Jonathan. Thanks for reaching out. My name is Diana. I'm an independent advisor and a Microsoft fan like you.

    Kindly note that this community is composed of fellow Microsoft users and we are not Microsoft employees and do not have access to tools or systems to review transactions or account details.

     

    For your the concern where your account was hacked and your card has been charged at the same time, I recommend to directly contact Microsoft support specifically with Accounts and Billing department.

     

    To do that, please refer to the steps below:

     

    1. Go to this link:  https://support.microsoft.com/contactus and sign in your Microsoft account
    2. On the "Tell us your problem so we can get you the right help and support" - just type "Billing issue" then search
    3. You will see Recommended Solution, just scroll down until you can see "Contact support"
    4. Under "Tell us a little more about your problem", select "Microsoft 365 and Office"
    5. For Category select > manage my subscription > then confirm
    6. Select Chat with a support agent in your web browser
    7. Confirm your account and you should be routed to Microsoft support representative who have the appropriate tools and resources to investigate and assist you further with the billing concern.

     

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