MS Account Hack and Primary Email Changed?

Craig Brandon 0 Reputation points
2026-09-16T09:24:38.1566667+00:00

My son's windows account has had the primary email changed, I have all of the emails of the guy doing it on the 12th September. And now I have tried every recovery method but I just get "Try entering your Microsoft account again. We don't recognize this one."

There is no way for me to log a ticket to have MS investigate this? Surely you can see the changes on email to see it has been hacked?

Windows for home | Windows 11 | Security and privacy
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  1. Ben4724 4,480 Reputation points Independent Advisor
    2026-09-16T10:35:21.2666667+00:00

    I see. If you follow the guide correctly, it should lead you to a form https://aka.ms/recovermyaccount you should get an email response within 4 hours the latest. The team on the other end will help work through the issue with you.

    Note: The form is hosted on the Xbox support site but is available to all Microsoft account holders not just those who use Xbox.

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  2. Ben4724 4,480 Reputation points Independent Advisor
    2026-09-16T10:13:37.9666667+00:00

    Hi there! Sorry to hear about what happened with your son's account.

    If the hacker changed the email address or security information and you can no longer sign in, the best next step would be to follow Microsoft's guide for a hacked or compromised account, rather than only submitting the ACSR form:

    Microsoft account hacked or compromised

    Just to clarify, we're fellow Microsoft Community members here, so I also don't have access to your son's account, security information, or Microsoft's internal account recovery systems. Only Microsoft can review the account and make changes to it.

    Hopefully the recovery steps above help you get the account back.

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