My Account was Hacked

DM 20 Reputation points
2026-09-13T11:23:51.2333333+00:00

, I tried to contact Microsoft numerous times i filled in the Account Recovery from,

i cant use my XBOX i Cant use My Email i cant even Update My windows Or Sync My one Drive and my outlook email.

i called the Microsoft Support Line , i spoke to the customer service assistant, he helped me fill in the form, He then told me i need to wait 24 hours and i will get My Nine Digit reference number .

been 2 weeks now i still didn't get no email. then i got an email saying they going to close my case if i cant prove my Identity.

I then Proceeded again and again to fill in the form even i messaged the open ticket email, with attachments and screen shots all and everything needed to prove who this account belongs to i still don't understand why i keep getting this email saying my account cannot be verified i Had my Microsoft Account since 2017.

i also Verified My ID On my XBOX , so I Just don't understand and its frustrating i spend so much money on subscriptions and games.

this is the email i keep getting

We need additional information to investigate your case. Please share as much information as possible to help us verify account ownership.

Please submit an Account Recovery Form . If you submitted your information directly to Microsoft Account Access Support and we were unable to successfully validate the account, you will receive a nine-digit reference number.

.

[Moderator edit: Changed tags: Microsoft Security | Microsoft Defender | Other ]

Outlook | Web | Outlook.com | Account management, security, and privacy
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Answer accepted by question author
Nathan Roberts (SN) 13,616 Reputation points Student Ambassador Volunteer Moderator
2026-09-13T12:04:57.5033333+00:00

Hey there, DM

I have updated the tags applied to your question so it is in a more suitable place for you. This allows us to keep the forums organised and allows others to help you as it is sat in the right place.

In terms of your question, I am sorry to read you have not had a good experience with Microsoft support and are still waiting for the Microsoft support team to contact you.

With regards to the account recovery form you have completed, was this the standard Microsoft account recovery form or the Xbox account recovery form?

As this involves an Xbox account, and I am unsure which account recovery form you have already completed, please can you complete the Xbox account recovery form here: https://aka.ms/recovermyaccount

Please include as much information as possible so the Xbox account recovery team can verify the information and reach out to you. People who have completed this form have said they have received a response within 24 to 48 hours from them submitting the form.

If they do respond to you via email, please respond to the email they send you. This allows you to engage with the recovery team. Otherwise they will close your case with them.

Hope this helps,
Nathan

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  1. AI answer

    2026-09-13T11:24:08.48+00:00

    The supported recovery path is still the Microsoft account recovery process and the sign-in helper.

    • Recovery form results are sent to the working email address provided on the form within 24 hours.
    • If the account is not verified, the form can be retried up to two times per day.
    • If the additional security information is no longer recognized, the sign-in helper should be used.
    • Microsoft support agents are not allowed to send password reset links or access and change account details.

    For a hacked account, the documented steps are:

    1. Start with the sign-in helper for hacked accounts. It asks for the email address or phone number and then shows self-help options or the chance to talk to an agent.
    2. Before changing the password, run a full malware scan on the PC:
      • Open Windows Security
      • Go to Virus and threat protection
      • Select Scan options > Full scan > Scan now
    3. If access is regained, change or reset the password immediately and use a strong password.
    4. Then review account settings such as connected accounts, forwarding, and automatic replies.

    If two-step verification was turned on and none of the alternate verification methods are accessible, support cannot reset the account or change the security details.

    If the recovery form keeps failing, the only supported next actions in the available guidance are:

    • keep retrying the recovery form, up to two times per day
    • use the sign-in helper
    • use Contact Microsoft Support for technical support, while noting they still cannot reset the password or change account details
    AI-generated content may be incorrect. Read our transparency notes for more information.

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