Account hacked & hijacked. Unable to access.

Kurosh Jadali · Apr 23, 2025

Hello my personal Microsoft family account has been hacked. I’ve tried the account recovery form here https://account.live.com/acsr but every time I just get the response vis email stating "the information you provided was not sufficient for us to validate your account ownership with the subject" even though there isn’t anywhere on the form where I can provide any supporting proof it’s my account. Simply looking at the logs (logged in from America, changed email then changed password all within seconds should be enough you’d think).

I’ve also attached a couple of other emails I’ve received the IP address and country. Surprised they got in from the USA, I haven’t been there for ages.

The intruder has changed the email and consequently the multifactor code too I had on my phone (which baffles me how they did without the code). As mentioned, I’ve submitted the form but the responses appear automated and don’t seem to believe who I say I am. I can prove anything but there is nowhere in the form to provide extra information, from the recent activity the email address has changed from

*** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***

to this….

*** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***

Any help massively appreciated, it’s causing my wife and me a lot of stress. Even freezing the account would be a start. I can already see they’ve hijacked that account and then used that to take over my epic games and xbox accounts and who knows where they’ll be to go from there

:)

Onyx Is Here

Hello Kurosh, sorry to hear you're having trouble.

First I wanted to mention that as this is an open forum our ability to help is limited only to advice. What I can suggest to you would be to read through this post https://answers.microsoft.com/en-us/outlook_com... on the steps you can take to recover your account.

KindGryphon

A few months ago one of my accounts was hacked by a user and they hijacked my account to firstmailer.net account. I apparently don't have enough info to recover the account.

However I am still being charged my monthly Game Pass subscription. I am unable to cancel this subscription because they refused to recover my account back to me.

Canceling the subscription from the Xbox side would require you having access to the account to login and cancel it.

If you are unable to recover the account then your only other option would be having your bank block any future charges.

Mister Fitzer

Hey Popsykle, I am so sorry to hear about this case, as I'm sorry that there hasn't yet been an official support response in this thread until now. I definitely want to see to it that you get your points. It appears that you recently logged a call with support
about those points--did they indicate that they're being looked into, or that you'll be contacted back soon? Also, it appears that you should have been provided a LIVE subscription code. Please let me know if you don't have it handy.

TDBroker

You are stuck. You won't be able to play on that gamertag at all. The content is locked down also. I created a new account and will just play on that and be happy if my account shows back up one day.

WhimsicalTrain5

What have you done in the interim? Did you just start another account and begin playing on that one?

There isn't any way to get at least my account reactivated so i can play while they do this? Cringing since I was a fart away from prestiging in MW3. I mean at this point I would pay for another if I could at least access all my stuff and get my gamertag.
This is crazy.

Account hacked & hijacked. Unable to access.