my phone number is not the one that you send my text to

Question

my phone number is not the one that you send my text to

Jennifer Buffington 0

i have been hacked and when i try to sign in on my i pad the phone number that is given to send a text to is not mine. i also got a notification that i ordered a game that i did not order in my email

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2 answers

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Answer 1

Hello, good day and thanks for your question. Sorry to know about this and I understand that you have encountered an account related issue.

Please take note that a compromised account is a complex scenario and once the email and phone number has been changed to a different one then it is at the point that it is unrecoverable (even if 2FA is enabled) and Microsoft Support will not be able to help either.

For this you can go over to this link https://go.microsoft.com/fwlink/?linkid=2196140 and most likely it will be followed by doing the account recovery form which is an automated process that you will need to enter every bit of information that you can remember on the account (if this is unsuccessful, the account cannot be recovered) and you can check out the links below for reference.

https://support.microsoft.com/en-us/account-billing/how-to-recover-a-hacked-or-compromised-microsoft-account-24ca907d-bcdf-a44b-4656-47f0cd89c245

https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

https://support.microsoft.com/en-us/account-billing/your-microsoft-account-recovery-request-wasn-t-granted-dc56c3e3-dff0-4ed5-8edb-60290eea6b53

Please take note that if 2FA is enabled on your account, ACSR will inform you that your recovery request will be ignored and you will only receive a message that the recovery request is either successful or it will indicate that it has insufficient information and this means that 2FA is disabled. You may keep on trying as many times as you want which is up to two times per day.

Please take note as well that Microsoft Support will not be able to assist with doing manual recovery, unblocking, and escalation as support agents and advocates are not allowed to send password reset links or access and change account details.

paulr0511 48,545 Reputation points Independent Advisor

2026-09-15T12:13:42.71+00:00

For unwanted purchases or transacations, it is best to reach out to the bank to block and replace your card to avoid additional or future unwanted charge/s. It is also a good measure to temporarily lock it from the bank's website or the bank's mobile app as soon as possible and request for a refund from the bank from the fraudulent charge that happened.

Answer 2

The account should be treated as compromised.

Do not use the text option for that phone number.
Go to the Microsoft account Security basics page and select Review activity. If the sign-in or purchase was not yours, mark it as This wasn't me or select Secure your account.
If access is still possible, change the password immediately from Security basics and create a strong password.
If sign-in is blocked or the security info shown is not recognized, select I don't have any of these during sign-in and follow the prompts.
Use the hacked account recovery flow: Start. This tool can provide self-help steps or the option to talk to an agent.
Before changing the password, run a full malware scan on the PC used with the account: open Windows Security → Virus and threat protection → Scan options → Full scan → Scan now.
After access is restored, check account settings that attackers often change, including connected accounts, forwarding, and automatic replies.

Important points:

If a verification code was received but not requested, it can mean someone is trying to access the account.
Do not respond to codes that were not requested.
If the phone number offered for verification is not recognized, confirm the sign-in email address is typed correctly. If it is correct and the security info is still unfamiliar, account recovery is required.

References: