My Microsoft account has been hijacked

Cameron Dalgarno 0 Reputation points
2026-09-17T12:59:53.0766667+00:00

Long story short, my PC was hijacked and they gained control of my email account.

they changed the password, authentication and security methods so that I could not sign back in.

I’ve tried to use the Microsoft account recovery form multiple times but I get an email back saying that my request has been cancelled as there are authentication methods set up on the account.

So, if I can’t use the account recovery form, then how can I recover my account?

any help is appreciated, thank you!

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. AI answer

    2026-09-17T13:00:17.3866667+00:00

    If authentication methods are already set up on the account, the recovery path depends on whether two-step verification is enabled.

    1. Try the Sign-in Helper first. Microsoft directs account recovery and blocked-account cases through this tool, and it can either guide to the correct self-help flow or offer the chance to talk to an agent.
    2. If the account was hacked, run a full malware scan on the PC before changing any passwords:
      • Open Windows Security.
      • Go to Virus and threat protection.
      • Select Scan options > Full scan > Scan now.
    3. If access is regained, immediately:
      • Change the password.
      • Review Recent activity from Security basics and mark suspicious sign-ins with This wasn't me or Secure your account.
      • Check account settings such as connected accounts, forwarding, and automatic replies.
    4. If two-step verification is turned on and none of the alternate verification methods are accessible, Microsoft states that support agents cannot send password reset links or change account details.
    5. If two-step verification is not turned on and the listed verification options are not recognized, use the Sign-in Helper instead of the recovery form.
    6. If the account remains inaccessible after the helper flow, use Contact Microsoft Support. Support can route the case, but Microsoft also states that agents cannot send password reset links or directly change account details.
    7. If the account is temporarily blocked because of unusual sign-in activity, use the Sign-in Helper to unblock it.

    The key point is that when the recovery form is cancelled because authentication methods exist, the supported next step is the Sign-in Helper. If two-step verification is enabled and no verification method is available, there is no alternate manual reset path documented.

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

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  2. Bulldog 4,645 Reputation points
    2026-09-17T13:31:56.6466667+00:00

    If an attacker changed your password, MFA, and alternate verifications, you will never get your account back, and there isn't anything that Microsoft can do to help you. Instead, you should be concerned about everything the attacker has learned about you, and take steps to prevent your identity from being stolen.

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    1 person found this answer helpful.
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