I had my account stolen from me and Microsoft support has been a nightmare!

Hello, Eddie Iler.

We appreciate you posting in Microsoft Community.



Benefiting from your detailed description, it has come to my attention that you are experiencing account intrusion issues.

When it comes to account recovery/identity verification, the process is a bit rigid on purpose for security reasons and there's little anyone at support could do to help.

Microsoft doesn't ignore account theft, it's just that there are times when very strict privacy protections and security considerations result in no one being able to directly access your account to recover it.

But I'm not giving up on you, and any information about where your account currently stands and what you can still do will be listed. I’ll do my best.



There are two things I want to clarify for you.

First, creating a new Microsoft account will not allow you to restore your previous account, it will only work as a new account, and the support staff may be asking you to do this because they think your account is almost impossible to restore, or because they need you to contact them with your new Microsoft account.

Secondly, I would like to explain the current situation for you:

Hackers added their email B to your Microsoft account and deleted the email A to your Microsoft account that belongs to you.

Now your old Microsoft account is only link to the email B, your email A is no longer linked to any accounts.

That is why you get the message "Account does not exist".



If you no longer have any secure verification information about your account, a recovery form may be your only hope.



To recover the account, the email B is what we need to know and put it into recovery form.



As a method to try to find the email B added by hacker:

You can check the Microsoft Store, Minecraft Launcher, and other Microsoft-related apps and websites that you have logged into to check the accounts that you have logged into.

Sign in the emails corresponding to your previous Microsoft accounts to check for emails that includes Notification of alias changes. (If your email is from a Microsoft domain, @hotmial/outlook/live, then this step does not apply to you)

If you are lucky enough, you may be able to see the email address of your account that has been changed, which can allow you to use the recovery form.

Please go to: https://account.live.com/acsr

During this process, please try to recall and fill in as much information as possible as required by the form, which will improve your chances of account recovery.

If you need a guidance of using recovery form, I can provide you with the steps to get connect with Microsoft Online Support.



The account cannot be sign in is a disastrous for any player, it completely hinders our access to the game and progress, any player, including me, who encounters such an issue will feel the same if in your shoes.



Legal action is an option where necessary.



Best Regards.

Jeffrey - MSFT | Microsoft Community Support Specialist

Sorry it's not a billing issue. My account has been stolen, and Microsoft support has charged me to restore my accounts but that didn't happen. Now I can't access anything to do with the email address and my Live account has been stolen?? As of right now
I can't even log on to my PC and support is once again trying to fix it. How was this my fault, and why am I being charges?

OH. MY. GOD. Thank you Toasty, Thank you BIllowypanther! I feel like I have been living in a twilight zone episode! I just counted the days since I reported my exact. same. issue. My account was stolen from me and migrated to Brazil. Purchases were made
after I had reported the account stolen to xbox live. Money was taken out of my bank account by thieves, via purchases made on my stolen account. It has now been 100 days today since I reported the problem on August 28th. No resolution. No contact from MIcrosoft.
I call in regularly and can not even reach a supervisor. Now me, a paying, loyal Microsoft consumer has been hung out to dry while the multi-billion corporation who was in custody of my identity and debit card information (which I had registered with them
over the phone directly through Microsoft support) is taking 100 days to chase some punk in Brazil and sticking me with a bill like I can afford it.

I have the same issue. Changing my Microsoft account from my gmail to outlook email has been a nightmare so far...

Hello 16GCB9726, this is Manuela. I'm an Independent Advisor and community user like you, ready to assist with this.

Not a Microsoft employee.

I'm sorry to hear that your account has been compromised.
I know the following can be frustrating, but if the hacker managed to remove all your information, and they enabled two steps verification, I’m afraid to say that’s not possible to recover the account.