Hacked account

Keith chalmers 0 Reputation points
2026-09-16T05:10:57.7366667+00:00

Someone has hacked my account and now I can't reset my password. When it sends a code to my recovery email address or mobile number it never comes through

Windows for home | Windows 11 | Accounts, profiles, and login
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  1. AI answer

    2026-09-16T05:11:11.6366667+00:00

    Use the Microsoft Sign-in Helper first. It checks the account and guides the next recovery steps: Sign-in Helper

    If the account was compromised, follow this sequence:

    1. Scan the PC for malware before changing the password
      • Open Windows Security.
      • Go to Virus and threat protection.
      • Select Scan options > Full scan > Scan now.
      • This is important before any password change so malware does not capture the new password.
    2. Try to reset the password
      • If sign-in is still possible, use Change password.
      • If sign-in is not possible, use Recover your account and enter the email address, phone number, or Skype name tied to the account.
      • Make sure the account name is entered correctly, including the correct domain such as .com or .co.uk.
      • If one alias is not recognized, try another email alias or phone number previously added to the account.
    3. If verification codes are not arriving
      • Continue through the Sign-in Helper, because it is the main path Microsoft provides for sign-in and verification problems.
      • If the account remains blocked, use the Outlook.com unblock flow: Sign-in Helper
    4. If the account is hacked and recovery options no longer work
      • Use the hacked account recovery guidance: Start
      • If the recovery email or phone no longer works, the helper can either provide self-help steps or offer the chance to talk to an agent.
    5. Important limitation
      • If two-step verification is turned on and none of the alternate verification methods are accessible, support agents cannot send password reset links or change account details.
    6. After access is restored
      • Check account settings such as connected accounts, forwarding, and automatic replies, because these may have been changed during the compromise.

    References:

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

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  2. GsN5034 - IA 77,095 Reputation points Independent Advisor
    2026-09-16T05:48:26.0666667+00:00

    Hello,

    Microsoft may temporarily block your account if it detects any unusual activity. If you are not receiving a security verification code at your recovery email address or phone number, wait at least 24 hours before requesting another code. Repeated requests may reset any time lock set on your account.

    Meanwhile, try signing in from another device or web browser.

    You can also connect to a different network, such as a mobile hotspot, and then request the verification code again.

    If you still do not receive the code, try running the automated Microsoft account recovery tool using the website below.

    How to recover a hacked or compromised Microsoft account

    or , use the account recovery form here to recover your account.

    https://account.live.com/acsr

    Remember to use a familiar device from which you've frequently accessed your Microsoft account, as well as a familiar location. Microsoft will review your responses and respond within 24 hours. If you are verified, instructions on how to log back into your account will be sent to you, and if you are not verified, you will need to submit the Account Recovery form again. You can do this up to 2 times every 24 hours.

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