Hi, My name is Max and I think my account has been hacked. The email address on my account was changed by someone else, and now when I try to log in, it says my account doesn't exist. Everything I have is stored on that account, and I'm really worried about losing access. I have backup codes and old emails that can prove I'm the owner of the account if needed. Please help me recover it as soon as possible. I can provide any additional information required to verify my identity. . [Moderator edit: Changed tags from: Microsoft Security | Microsoft Defender | Other ] Managing personal Outlook.com account settings, security, and privacy Giovanni Buratil • 0 Reputation points 2026-08-07T14:01:40.33+00:00 La verdad, una vergüenza como se manejan. Tanto las páginas como ustedes. A mi me pasó lo mismo y no recibí respuesta alguna, Solicité reembolsos, recuperar la cuenta, di el GMAIL por el cual me lo cambiaron, mostré comprobante de compra. Y nada. Desastroso. 20+ votes La verdad, una vergüenza como se manejan. Tanto las páginas como ustedes. A mi me pasó lo mismo y no recibí respuesta alguna, Solicité reembolsos, recuperar la cuenta, di el GMAIL por el cual me lo cambiaron, mostré comprobante de compra. Y nada. Desastroso. ivonne alarcon • 0 Reputation points 2026-08-22T16:03:22.47+00:00 I created my Outlook email account approximately 12 years ago while I was living in Marseille, France . In 2016, I moved to Mexico and continued using this email account for some time. One day, I suddenly lost access to the account. At the time, I assumed that Microsoft had closed or deactivated it because I had not been using it regularly. I have now discovered something extremely concerning. I recently checked an old Facebook account that I used during that period and discovered that two email addresses were associated with it: my current Gmail address and my old Outlook address, yvi16 . I changed my Facebook password and attempted to remove the old Outlook email address from the account, but I was unable to remove it. Approximately two hours later, my Facebook password was changed again, using that same old Outlook email account. This clearly indicates that someone else currently has access to my old Outlook account and is actively using it to access or recover accounts that belong to me. I have tried repeatedly to contact Microsoft, but I have been unable to speak with a human support agent. I am continually directed to automated account-recovery forms that ask me to provide information associated with the account. The problem is that the person who took control of the account appears to have changed this information , making the standard recovery process ineffective. This is no longer simply a matter of recovering an old email address. Someone is actively using my former Outlook account to access Facebook and potentially other services while impersonating me. I am requesting URGENT HUMAN ASSISTANCE FROM MICROSOFT . I need Microsoft to investigate the history and ownership of this account. I am prepared to provide information and documentation to establish that I was the original owner and user of the account, including information relating to its creation and my residence in Marseille, France. If Microsoft cannot restore the account to me, I urgently request that the account be secured, suspended, or permanently disabled so that the person controlling it can no longer use my former email address to impersonate me or gain access to my other accounts. Please escalate this matter to a human security or account-compromise specialist. The automated recovery process cannot resolve my situation because the unauthorized person has already changed the account information. I urgently need help protecting my identity and my other online accounts. 10+ votes I created my Outlook email account approximately 12 years ago while I was living in Marseille, France . In 2016, I moved to Mexico and continued using this email account for some time. One day, I suddenly lost access to the account. At the time, I assumed that Microsoft had closed or deactivated it because I had not been using it regularly. I have now discovered something extremely concerning. I recently checked an old Facebook account that I used during that period and discovered that two email addresses were associated with it: my current Gmail address and my old Outlook address, yvi16 . I changed my Facebook password and attempted to remove the old Outlook email address from the account, but I was unable to remove it. Approximately two hours later, my Facebook password was changed again, using that same old Outlook email account. This clearly indicates that someone else currently has access to my old Outlook account and is actively using it to access or recover accounts that belong to me. I have tried repeatedly to contact Microsoft, but I have been unable to speak with a human support agent. I am continually directed to automated account-recovery forms that ask me to provide information associated with the account. The problem is that the person who took control of the account appears to have changed this information , making the standard recovery process ineffective. This is no longer simply a matter of recovering an old email address. Someone is actively using my former Outlook account to access Facebook and potentially other services while impersonating me. I am requesting URGENT HUMAN ASSISTANCE FROM MICROSOFT . I need Microsoft to investigate the history and ownership of this account. I am prepared to provide information and documentation to establish that I was the original owner and user of the account, including information relating to its creation and my residence in Marseille, France. If Microsoft cannot restore the account to me, I urgently request that the account be secured, suspended, or permanently disabled so that the person controlling it can no longer use my former email address to impersonate me or gain access to my other accounts. Please escalate this matter to a human security or account-compromise specialist. The automated recovery process cannot resolve my situation because the unauthorized person has already changed the account information. I urgently need help protecting my identity and my other online accounts. Hornblower409 • 14,690 Reputation points 2026-08-23T13:12:48.5233333+00:00 @ivonne alarcon said I am prepared to provide information and documentation to establish that I was the original owner and user of the account, including information relating to its creation and my residence in Marseille, France. Microsoft Account Security is an automated process. Microsoft Support Agents can not unlock an account, reset your password, or change any Security Settings no matter what documentation you can present. If Microsoft cannot restore the account to me, I urgently request that ... No one from Support monitors this forum. If you want to open a new case you will have to initiate the action via a standard channel. For a personal Microsoft account your only option is on-line Chat. You must have a working Microsoft email account to use Chat or any other Support Services. If you can not logon with your current account, create a new, temporary one at https://signup.live.com (Once you are in Chat you can tell them the actual account with the problem). Chat Support Open a browser to https://support.microsoft.com/en-us/home/contact Tell us your problem: {Whatever} [Get Help] {Scroll down to the bottom of the page} [Sign in to Contact Support] Sign in with any Microsoft account Products and services: "Other Products" Category: "Manage Account Security" [Confirm] Choose a support option -> "Chat with a support agent in your web browser" 0 votes @ivonne alarcon said I am prepared to provide information and documentation to establish that I was the original owner and user of the account, including information relating to its creation and my residence in Marseille, France. Microsoft Account Security is an automated process. Microsoft Support Agents can not unlock an account, reset your password, or change any Security Settings no matter what documentation you can present. If Microsoft cannot restore the account to me, I urgently request that ... No one from Support monitors this forum. If you want to open a new case you will have to initiate the action via a standard channel. For a personal Microsoft account your only option is on-line Chat. You must have a working Microsoft email account to use Chat or any other Support Services. If you can not logon with your current account, create a new, temporary one at https://signup.live.com (Once you are in Chat you can tell them the actual account with the problem). Open a browser to https://support.microsoft.com/en-us/home/contact Tell us your problem: {Whatever} [Get Help] {Scroll down to the bottom of the page} [Sign in to Contact Support] Sign in with any Microsoft account Products and services: "Other Products" Category: "Manage Account Security" Choose a support option -> "Chat with a support agent in your web browser" Nathan Roberts (SN) • 13,536 Reputation points • Student Ambassador • Volunteer Moderator 2026-07-05T07:35:34.93+00:00 Hey there, Max The email address on my account was changed by someone else, and now when I try to log in, it says my account doesn't exist. If your email address was changed and you now see “account doesn’t exist,” your Microsoft account has been compromised. When attackers gain access, they immediately replace your security information with their own. They usually: Turn on two-step verification, because they know the recovery form cannot override it. Add a new alias to your account and remove yours, which causes the “account doesn’t exist” error. Change mailbox settings and remove your personal information to make recovery harder. Unfortunately, once this happens, recovery becomes very limited. Please help me recover it as soon as possible. I can provide any additional information required to verify my identity. Your first hurdle is finding the email address the attacker added. Check your alternate email inbox, you may have received a notification about a new alias being added. If you find it, please try the recovery form: https://go.microsoft.com/fwlink/?linkid=2288285 The second hurdle you are going to face is the two-step verification. Important If you have turned on two-step verification and cannot access any of the alternate methods to get a verification, we cannot help you, sorry. To protect your account and its contents, our support agents are not allowed to send password reset links, or access and change account details. ~ Link: https://support.microsoft.com/en-us/accounts-billing/manage/help-with-the-microsoft-account-recovery-form This is the biggest barrier. If two-step verification is enabled and you cannot access any of the verification methods, Microsoft support cannot reset the password or change account details. This is a strict security policy to protect account data. This is stated at the top of the article for the account recovery form here: https://support.microsoft.com/en-us/accounts-billing/manage/help-with-the-microsoft-account-recovery-form Hackers often enable two-step verification because it prevents Microsoft from restoring the account. If the recovery form cannot verify your identity, or if 2FA blocks the process, the account cannot be recovered and you will need to create a new Microsoft account. I know this isn’t the news you were hoping for, but I want to be honest and set the right expectations. If you do find the alias or have any other details, feel free to share them, I’m happy to guide you through the recovery form step-by-step. Hope this helps, Nathan 0 comments No comments Sign in to comment Add comment The email address on my account was changed by someone else, and now when I try to log in, it says my account doesn't exist. If your email address was changed and you now see “account doesn’t exist,” your Microsoft account has been compromised. When attackers gain access, they immediately replace your security information with their own. They usually: Turn on two-step verification, because they know the recovery form cannot override it. Add a new alias to your account and remove yours, which causes the “account doesn’t exist” error. Change mailbox settings and remove your personal information to make recovery harder. Unfortunately, once this happens, recovery becomes very limited. Please help me recover it as soon as possible. I can provide any additional information required to verify my identity. Your first hurdle is finding the email address the attacker added. Check your alternate email inbox, you may have received a notification about a new alias being added. If you find it, please try the recovery form: https://go.microsoft.com/fwlink/?linkid=2288285 The second hurdle you are going to face is the two-step verification.

If you have turned on two-step verification and cannot access any of the alternate methods to get a verification, we cannot help you, sorry. To protect your account and its contents, our support agents are not allowed to send password reset links, or access and change account details. ~ Link: https://support.microsoft.com/en-us/accounts-billing/manage/help-with-the-microsoft-account-recovery-form This is the biggest barrier. If two-step verification is enabled and you cannot access any of the verification methods, Microsoft support cannot reset the password or change account details. This is a strict security policy to protect account data. This is stated at the top of the article for the account recovery form here: https://support.microsoft.com/en-us/accounts-billing/manage/help-with-the-microsoft-account-recovery-form Hackers often enable two-step verification because it prevents Microsoft from restoring the account. If the recovery form cannot verify your identity, or if 2FA blocks the process, the account cannot be recovered and you will need to create a new Microsoft account. I know this isn’t the news you were hoping for, but I want to be honest and set the right expectations. If you do find the alias or have any other details, feel free to share them, I’m happy to guide you through the recovery form step-by-step. Hope this helps, Nathan AI answer 2026-07-05T01:46:01.6+00:00 Follow these steps immediately to try to recover the Microsoft account and secure it: Use the official hacked-account recovery helper Since the email/alias was changed and sign-in now says the account does not exist, start with Microsoft’s dedicated hacked-account flow. It will route to the correct self-help or recovery options and, where possible, offer contact with an agent: Go to the sign-in helper: Start . Run through the hacked/compromised account guidance The official process for a hacked Microsoft account is documented here: How to recover a hacked or compromised Microsoft account . Key parts of that guidance: First, scan the PC with an up-to-date antivirus (or Windows Defender on Windows 10/11) before changing any passwords. Then change or reset the Microsoft account password if sign-in is still possible. After regaining access, review account settings such as connected accounts, forwarding, and automatic replies to remove any attacker changes. If sign-in fails / account “doesn’t exist”: use the account recovery form When the alias and security info have been changed, recovery is only possible through the automated account recovery process. Support cannot bypass this: Use the “Recover your account” flow described in My username and password have stopped working : Recover your account from that article. If prompted to use the dedicated recovery form (ACSR), fill it out with as much detail as possible. The article Help with the Microsoft account recovery form explains how to prepare: Provide all old passwords that might have been used. Use exact subject lines of emails sent from that account, and names of contacts. Include correct domain (for example, @outlook.com vs @outlook.co.uk ). Use any information from old emails, services used (Outlook, Skype, Xbox, etc.), and any other details remembered. Backup codes and old emails that prove ownership should be used as data points when answering the recovery questions. Understand the limitation if security info and alias were fully changed From Microsoft Q&A guidance in similar hacked-account cases: Account recovery is an automated process; even Microsoft Support cannot manually restore access. If the attacker has changed the primary alias and/or replaced all security info (email/phone/2FA), and the recovery form cannot verify ownership, the account is usually no longer recoverable. If a recovery request is denied, submitting another request with more accurate and detailed information is the only available option. If repeated attempts fail, the account and its data (including OneDrive) cannot be restored. If a security info change is pending If at any point a “security info change is still pending” message appears when trying to manage security info, follow the built-in options on that page: Use Let us know if the change was not made by the account owner to trigger the unauthorized-change flow. If access to the old proofs still exists and the change was initiated by the owner, use Cancel this request . After (and if) access is restored Once access is regained: Immediately remove any unknown aliases from “Manage how you sign in”. Add additional secure verification methods (phone, alternate email, Microsoft Authenticator, etc.) as described in How to help keep your Microsoft account secure . Review recent activity on the Security basics page and mark any sign-ins that were not performed by the owner so Microsoft can help secure the account. If the automated recovery form ultimately cannot verify ownership, there is no further escalation path documented; in that case, the account and its stored data cannot be recovered. References: How to recover a hacked or compromised Microsoft account Hello , welcome to Account help & learning What happens if there's an unusual sign-in to your account My username and password have stopped working Help with the Microsoft account recovery form How to help keep your Microsoft account secure Account hacked - Microsoft Q&A My account got hacked - Microsoft Q&A My account got hacked. - Microsoft Q&A Need help with hacked microsoft account - Microsoft Q&A How do I send an email to Microsoft about my account being hacked and taken over by <removed> ? - Microsoft Q&A AI-generated content may be incorrect. Read our transparency notes for more information. Follow these steps immediately to try to recover the Microsoft account and secure it: Use the official hacked-account recovery helper Since the email/alias was changed and sign-in now says the account does not exist, start with Microsoft’s dedicated hacked-account flow. It will route to the correct self-help or recovery options and, where possible, offer contact with an agent: Go to the sign-in helper: Start . Go to the sign-in helper: Start . Run through the hacked/compromised account guidance The official process for a hacked Microsoft account is documented here: How to recover a hacked or compromised Microsoft account . Key parts of that guidance: First, scan the PC with an up-to-date antivirus (or Windows Defender on Windows 10/11) before changing any passwords. Then change or reset the Microsoft account password if sign-in is still possible. After regaining access, review account settings such as connected accounts, forwarding, and automatic replies to remove any attacker changes. How to recover a hacked or compromised Microsoft account . Key parts of that guidance: First, scan the PC with an up-to-date antivirus (or Windows Defender on Windows 10/11) before changing any passwords. Then change or reset the Microsoft account password if sign-in is still possible. After regaining access, review account settings such as connected accounts, forwarding, and automatic replies to remove any attacker changes. If sign-in fails / account “doesn’t exist”: use the account recovery form When the alias and security info have been changed, recovery is only possible through the automated account recovery process. Support cannot bypass this: Use the “Recover your account” flow described in My username and password have stopped working : Recover your account from that article. If prompted to use the dedicated recovery form (ACSR), fill it out with as much detail as possible. The article Help with the Microsoft account recovery form explains how to prepare: Provide all old passwords that might have been used. Use exact subject lines of emails sent from that account, and names of contacts. Include correct domain (for example, @outlook.com vs @outlook.co.uk ). Use any information from old emails, services used (Outlook, Skype, Xbox, etc.), and any other details remembered. Backup codes and old emails that prove ownership should be used as data points when answering the recovery questions. Use the “Recover your account” flow described in My username and password have stopped working : Recover your account from that article. If prompted to use the dedicated recovery form (ACSR), fill it out with as much detail as possible. The article Help with the Microsoft account recovery form explains how to prepare: Provide all old passwords that might have been used. Use exact subject lines of emails sent from that account, and names of contacts. Include correct domain (for example, @outlook.com vs @outlook.co.uk ). Use any information from old emails, services used (Outlook, Skype, Xbox, etc.), and any other details remembered. Provide all old passwords that might have been used. Use exact subject lines of emails sent from that account, and names of contacts. Include correct domain (for example, @outlook.com vs @outlook.co.uk ). Use any information from old emails, services used (Outlook, Skype, Xbox, etc.), and any other details remembered. Backup codes and old emails that prove ownership should be used as data points when answering the recovery questions. Understand the limitation if security info and alias were fully changed From Microsoft Q&A guidance in similar hacked-account cases: Account recovery is an automated process; even Microsoft Support cannot manually restore access. If the attacker has changed the primary alias and/or replaced all security info (email/phone/2FA), and the recovery form cannot verify ownership, the account is usually no longer recoverable. If a recovery request is denied, submitting another request with more accurate and detailed information is the only available option. If repeated attempts fail, the account and its data (including OneDrive) cannot be restored. Account recovery is an automated process; even Microsoft Support cannot manually restore access. If the attacker has changed the primary alias and/or replaced all security info (email/phone/2FA), and the recovery form cannot verify ownership, the account is usually no longer recoverable. If a recovery request is denied, submitting another request with more accurate and detailed information is the only available option. If repeated attempts fail, the account and its data (including OneDrive) cannot be restored. If a security info change is pending If at any point a “security info change is still pending” message appears when trying to manage security info, follow the built-in options on that page: Use Let us know if the change was not made by the account owner to trigger the unauthorized-change flow. If access to the old proofs still exists and the change was initiated by the owner, use Cancel this request . Use Let us know if the change was not made by the account owner to trigger the unauthorized-change flow. If access to the old proofs still exists and the change was initiated by the owner, use Cancel this request . After (and if) access is restored Once access is regained: Immediately remove any unknown aliases from “Manage how you sign in”. Add additional secure verification methods (phone, alternate email, Microsoft Authenticator, etc.) as described in How to help keep your Microsoft account secure . Review recent activity on the Security basics page and mark any sign-ins that were not performed by the owner so Microsoft can help secure the account. Immediately remove any unknown aliases from “Manage how you sign in”. Add additional secure verification methods (phone, alternate email, Microsoft Authenticator, etc.) as described in How to help keep your Microsoft account secure . Review recent activity on the Security basics page and mark any sign-ins that were not performed by the owner so Microsoft can help secure the account. If the automated recovery form ultimately cannot verify ownership, there is no further escalation path documented; in that case, the account and its stored data cannot be recovered. How to recover a hacked or compromised Microsoft account Hello , welcome to Account help & learning What happens if there's an unusual sign-in to your account My username and password have stopped working Help with the Microsoft account recovery form How to help keep your Microsoft account secure Account hacked - Microsoft Q&A My account got hacked - Microsoft Q&A My account got hacked. - Microsoft Q&A Need help with hacked microsoft account - Microsoft Q&A How do I send an email to Microsoft about my account being hacked and taken over by <removed> ? - Microsoft Q&A