My microsoft account was hacked and now when trying to log in it "doesn't exist" anymore

Question

My microsoft account was hacked and now when trying to log in it "doesn't exist" anymore

Pau Roque 0

I received the following email, and when trying to log back in the page said this account doesn't exist, trying to log in on other services would sometimes lead to "enter code sent to XXX", an unknown email to me. The account recovery pages also don't help because the account no longer exists apparently. image12315

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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.

Answer 2

If the sign-in now says the account does not exist, and verification prompts are going to an unknown address, the account was likely compromised and the sign-in details were changed.

Recommended path:

Run a full malware scan on the PC before changing or recovering anything.
- Open Windows Security.
- Go to Virus and threat protection.
- Select Scan options > Full scan > Scan now.
Use the Microsoft account recovery path for compromised accounts.
- Start with the hacked account recovery flow.
- If the sign-in page says "We couldn't find an account with that username" or "account doesn't exist", use the Sign-in Helper tool.
Complete the Microsoft account recovery form.
- Use a device previously used to sign in to that account.
- Submit it from a location commonly used before, such as home or office.
- Gather any saved passwords from Edge, Windows Credential Manager, Chrome, Mac Keychain, or iCloud Keychain if available, and provide as much accurate information as possible.
If an unusual sign-in alert was received and access is still possible anywhere, go to Security basics and review recent activity.
- Select Review activity.
- For suspicious entries, choose This wasn't me or Secure your account.
- Then change the password.

Important limits:

If two-step verification was turned on and none of the alternate verification methods are accessible, support agents cannot send password reset links or change account details.
If the account has not been signed in to for more than two years, it may have been deleted and cannot be reopened.
If the recovery flow is unsuccessful after the sign-in alias or verification methods were changed, recovery may not be possible.

If contact with support is needed, Microsoft support can route the case, but account recovery itself remains an automated process and support agents cannot directly reset the account details.