How to gain access to a hacked email account

marcus poole 0 Reputation points
2026-09-14T15:35:10.5666667+00:00

Hello, my name is Marcus. I am trying to help my father gain access back to his Hotmail account that was hacked about a year and a half ago. The recovery email was also hacked. Both the main email account and recovery email account do not have access to them. How would I be able to reset the password to the account so I can have access to it?

Any information if being sent out can be sent my personal email. If it is possible to speak to a representative over the phone, that would be preferred.

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

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  1. AI answer

    2026-09-14T15:35:25.6633333+00:00

    Use the Microsoft Sign-in Helper first. It asks for the account email or phone number, then shows the available recovery path and may offer the chance to talk to an agent.

    If access to both the Hotmail account and its recovery email is gone, the next self-service option is the Microsoft account recovery form. To improve the chance of success:

    1. Use a working email account that can receive messages about the recovery request.
    2. Complete the form from a device previously used to sign in to the account, and from a familiar location such as home or office.
    3. Provide as much detail as possible, including old passwords and account-specific information.
    4. For Outlook.com or Hotmail.com accounts, exact email subject lines and contact details can help.
    5. Results are sent to the working email within 24 hours.
    6. If the request is not verified, the form can be retried up to two times per day.

    Important limits:

    • If two-step verification was turned on and none of the alternate verification methods are accessible, support agents cannot send password reset links or change account details.
    • Support agents are also not allowed to access and change account details on the account.

    If phone or direct support is preferred, use Contact Microsoft Support and select Get Help, then Contact Support. For sign-in issues, the support flow can route to the best available option. The Sign-in Helper is still the primary starting point for account access problems.

    References:

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

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  2. Jonathan Deives 81,630 Reputation points Independent Advisor
    2026-09-14T16:33:49.77+00:00

    This is a public forum for users to exchange information. For security reasons, no one here can access or verify account information.

    When a Microsoft account is hacked and the associated information is changed, such as the email address, recovering the account may no longer be possible.

    If this recovery form also does not work, unfortunately, the account cannot be recovered.

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