My Microsoft account was hacked, username was changed, and I can't log in anymore

NAWAT WATTANAWONG 0 Reputation points
2026-09-14T06:28:35.2933333+00:00

Hello, my personal Microsoft account (originally registered with the email

[--PII REMOVED--]) was hacked. I have the following timeline based on

official Microsoft security emails I received: [--PII REMOVED--]

Shortly after this, I discovered I could no longer sign in.

When I try to sign in or use the account recovery form

(account.live.com/acsr) with my original email, I keep getting the error

"This Microsoft account doesn't exist" / "ไม่มีบัญชี Microsoft ที่คุณป้อน"

(Thai), even though this is definitely the correct email I used to register

and sign in to the account.

I believe the attacker changed the sign-in username/alias and removed my

original recovery info (password/phone/alternate email), which is why the

system can't find the account anymore using my original email.

What I have as proof of ownership:

  • The Windows PC I regularly use still shows this Microsoft account signed in under the profile name [--PII REMOVED--] with email [--PII REMOVED--]
  • I received the official "Security info was added" and "Security info was removed" emails from ******@accountprotection.microsoft.com

Unfortunately I don't remember other account details (backup phone/email, exact account creation date)

The only thing I'm certain of is the sign-in email: [--PII REMOVED--]

What I've already tried:

  1. Submitted the standard account recovery form (acsr) multiple times with as much detail as I could provide — still get "account doesn't exist" every time
  2. Tried the Sign-in Helper tool with multiple options (email, phone, "I don't have this info") — all loop back to the same error
  3. Submitted the Xbox account recovery form as an alternative — waiting for the 72-hour response

Could someone please advise on additional steps, or escalate this to the

account recovery team? I'm also concerned this account may be used to scam

others while it's compromised. Thank you for your help.

Outlook | Web | Outlook.com | Account management, security, and privacy

1 answer

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  1. Lucus-V 13,220 Reputation points Microsoft External Staff Moderator
    2026-09-14T16:43:17.21+00:00

    Hi NAWAT WATTANAWONG,

    Please note that our Microsoft Q&A forum is a public platform, and we will modify your response/ question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

    I'm very sorry to hear about what happened to your account. Losing access after seeing security information changed can be extremely stressful, and I understand your concern, especially since the account may contain important personal information.

    Based on the details you've shared, it does appear that someone may have gained access to the account, added new security information, and removed the original recovery details before you lost access. The fact that your original email address is no longer recognized by the sign-in system is understandably concerning.

    Unfortunately, this is a community forum, so we do not have access to Microsoft account records and cannot verify ownership, restore access, investigate account changes, or escalate cases directly to the account recovery team.

    At this point, in addition to the recovery requests you've already submitted, I would recommend contacting Microsoft Support directly to see whether they can review the situation and advise on any available recovery options based on the evidence you still have, such as the security notification emails and the device that remains associated with the account. They may also be able to confirm whether there are any additional recovery channels appropriate for your situation.

    I sincerely hope you're able to recover the account. If Microsoft Support provides any updates or requests additional information and you're unsure how to proceed, feel free to post back and the community will do its best to guide you.

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