My sons Microsoft Account was Hacked: Email was changed, but phone number is still connected, but everything else has been changed, how to recover account?

Question

My sons Microsoft Account was Hacked: Email was changed, but phone number is still connected, but everything else has been changed, how to recover account?

Jesussenhor 0

Good day;

Yesterday my son got a notification from Microsoft stating some email address was added to his account: PII ******@arrcbulges.com

and when he tried to log in, his email address was changed to that and his password has been reset except his phone number is still connected, he has tried to recover his account however, it asks him for a code from the potential hackers email address.

Please assist as he has made purchases and has other accounts connected to it.

Also, could this help https://support.microsoft.com/en-us/contactus?ContactUsExperienceEntryPointAssetId=undefined

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2 answers

Your answer

Answer 1

Norah-L 10,740 Microsoft External Staff Moderator

PII caution: Please note that this is a public forum for users. Do not post any private information here for your privacy and security.

Hello Jesussenhor,

I’m sorry your son is dealing with this. Based on your description, the account appears to have been compromised, with its sign-in address and password changed. Since his phone number is still connected but Microsoft is directing verification codes to an unfamiliar email address, this will require account-specific assistance.

As this is a user-to-user forum, we cannot access the account, verify ownership, change its security information, or restore purchases. Please contact Microsoft Support directly:

Go to https://support.microsoft.com/home/contact
Enter Microsoft account hacked and sign-in email changed, then select Get Help.
Scroll down and choose Sign in to contact support. You can use another personal Microsoft account.
Follow the prompts to request chat support for Microsoft account and Account security.

Please be aware that Support must follow Microsoft’s account-verification process and cannot simply bypass the security checks, but they can review the situation and advise whether another recovery route is available.

Tips:

Support chat availability may vary by country/region, product, and support hours. If you can't get in touch with a chat agent right away, trying again later or at a different time may help.
If the support page directs you to the automated assistant, type “I need a live agent” in the chat.

Jesussenhor 0 Reputation points

2026-09-16T19:31:56.3166667+00:00

oh okay, I will tell him to do so also sorry if the response to the AI answer was a bit harsh.

Also, I will let you know what happens.

Thank you
Jesussenhor 0 Reputation points

2026-09-16T23:30:23.0266667+00:00

They sent him to fill in a form for Account Safety Team to investigate his case, so hopefully it will be resolved.
Norah-L 10,740 Reputation points Microsoft External Staff Moderator

2026-09-16T23:36:03.6566667+00:00

Hi Jesussenhor,

Thank you for the update. Hopefully the issue can be resolved and your son can regain access to the account.

The reviews process may take some time and the outcome will depend on the information available to verify ownership of the account.

Warm regards.

Answer 2

Jesussenhor 0

Hi I tried the password reset but instead of allowing me to use my sons phone number to reset his password it gives me this and when I click no, it sends me to the recover account page which I have tried 3 times already and microsoft sends me an email that they cannot do anything despite the fact I have received an email from them stating that my account has been compromised.

Can I please call or contact and agent to assist me please.

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