Account has been hacked, we do not recognize recovery adress and hacker inserted 2 factors verification

Question

Account has been hacked, we do not recognize recovery adress and hacker inserted 2 factors verification

Ivana Aleksic 0

My husband has registered Microsoft account via Gmail. It has been hacked and we are unable to access it anymore. The hacker inserted some recovery email which we do not recognize and activated 2 factors verification. Is there any chance to recover it? We tried everything, entered all the details the support needed but got an answer that is not enough for verification. Kid was playing Minecraft via that account and all the payments were linked to that account. What should we do?

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Answer 1

Zoha Fatima 510

Hi Ivana,

I’m sorry you’re dealing with this. If the attacker changed the recovery information and enabled two-step verification, the normal Microsoft account recovery form may not be able to restore access. Microsoft states that support agents cannot manually bypass two-step verification or change account security details.

Since you believe the account was compromised, follow Microsoft’s hacked-account recovery process and provide as much previous account information as possible.

Because payment methods were linked to the account, I would also contact your bank/card provider immediately if you notice any unauthorized charges. Please do not share the account address, payment details, or recovery information publicly here.

Thank you, and feel free to respond back for more assistance.

Ivana Aleksic 0 Reputation points

2026-09-15T14:44:08.4433333+00:00

Thank you for your clear answer, but that was already the procedure that we went through, we shared with support every possible information they needed (passwords, card numbers, amounts, transactions, purchases, emails). All were exact and still they said it was not enough to recover the account. We are in an endless loop, the recovery mail that Microsoft offers to send recovery code to is not ours, nor we recognise it, so of course we took no action there. There are no suspicious bank activities though.