Can I PLEASE get an actual employee to help me with my account recovery? its been hacked

tyyy# · Aug 17, 2022

Can I please get an an actual employee from Microsoft to help me with my problem? I've been trying to recover my compromised Microsoft account for about two to three days now and its very frustrating to have a an "automated system" check the forum I submit for an account recovery. I follow all the steps to have the account recovered. The person who hacked my account changed the email to some Russian email(.ru), so I'm submitting a request for the email they changed it to because if I try to use the email thats mine that the account was under before it was hacked it will say that the account doesn't exist. I dont know if thats the reason the automated thing is saying I dont have ownership over the account but I just want this sorted out. I've literally had my Microsoft account for over 9 years and never had this problem until now. Is there a way the email change can be reverted back so I can regain access over my account? Is there someone I can actually email to have this sorted out? I've tried doing the recovery with the skype option and also using the option where it asks if I've made any payments on the account and all has failed. I really dont want to be told to submit another request and try again cause I've tried a lot already and I'm having no luck. Thank you in advanced!

:)

Georges C.

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello Tyyy, I'm sorry about what's happening on your own.

In addition to the recovery form you've already tried to fill out, the other way to try to recover your account would be to log into account with Xbox support via chat and request an "Account Takeover" ATO.

Lucas Lauer

Hello, kan. Thanks for reaching out. I'm Lucas, an Independent Advisor and a Microsoft user just like you. I'll be glad to help you out.

I hate to give bad news, but if the hacker changed your Microsoft account email address and you could even create another Microsoft account with it, the hacked account cannot be recovered. I'm really sorry about this.

You can try to use the recovery form, but it will actually think you are trying to recover this new created account, not the hacked one.

The Microsoft recovery form is available on:
https://account.live.com/acsr

Also no Microsoft employee can help users recovering their accounts. They only instruct you on how to fill the recovery form. So that's the only available option for a hacked account.

If you talk to a Microsoft support advocate, he/she will tell you the same thing. They are not allowed and have no access to change anything on a user account. I hope you understand.

If you have any question, please let me know. And again, I'm really sorry about this.

Naturallity

i have a question im trying to get my gamertag back on my old account that was hack can anyone help me since its been inactive for 5 years

Lucas Lauer

You totally make sense. But please understand this is how Microsoft deals with acount recovery. If you don't know the email that the hacker is using right now on your account, it is almost certain that you will not be able to recover it.

And just a friendly reminder that I'm not a Microsoft employee, so its not "my" account recovery. I'm just an advisor that tells players/customers how things work.

You already talked to a Microsoft employee both through phone and chat (as you mentioned) and you know that what I'm talking is true. Users can only use the recovery form to recover their accounts and Microsoft employees cannot change or look into anything on a user account.

Lucas Lauer

In this case, I believe someone hacked your account and changed your email address and security. I am sorry for this. In this case, your only option is to fill the recovery form. In the article below you can get detailed information on how to fill the form:

https://support.microsoft.com/en-us/account-bil...

The Microsoft recovery form is available on:

https://account.live.com/acsr

No Microsoft employee can help users recovering their accounts. They only instruct you on how to fill the recovery form. So that's the only available option for a hacked account. If when you try to fill the recovery form you receive a message that your account does not exist anymore, unfortunately you will not be able to recover your account.

If you talk to a Microsoft support advocate, he/she will tell you the same thing. They are not allowed and have no access to change anything on a user account. I hope you understand. I do not work for Microsoft and I do not have access to user accounts too.

If you have any question, please let me know. And again, I'm really sorry about this.

Can I PLEASE get an actual employee to help me with my account recovery? its been hacked