My Account Was Hacked! Authenticator Denied, Recovery Info Removed, Still Lost Access

M_Chanthaphoree · May 6, 2025

Hi Microsoft team and community,

My Microsoft account has been fully compromised. I believe the attacker is from Indonesia (based on the IP address that i saw earlier in my emails). Despite having two-step verification enabled, I received a Microsoft Authenticator prompt that I denied- and yet the hacker still managed to get in?? I was on my phone when I saw the notifications and emails, and i changed my password right away but -

They were able to:

Change the password

Remove my recovery phone number and email address

Lock me out entirely

I have already submitted the account recovery form via https://account.live.com/acsr, but I’m extremely concerned because the attacker bypassed 2FA and I’m not sure how they did it. I also attempted to access the abuse report page at https://account.live.com/abuse, but it shows as unavailable for me.

This account is very important as it is my original xbox account, that also contains billing info. I would appreciate any escalation options or help restoring access as soon as possible. Please let me know how to proceed. I am using my university account to write this.

:)

Onyx Is Here

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

For this your best bet would be to start an online chat with Support via https://support.xbox.com and click on Contact Us so you can report it as an unauthorized access ticket.

Iceyz16

First of all, yesterday my account has been hacked and my email has been removed. Same goes to my phone number. Now, I lost access to every microsoft products. I already filled in the recovery form many times and still cannot recover it. When I called the microsoft department, there is nothing else they can do other than terminate my ORIGINAL account and I need to re-buy all the microsoft product. I still access the microsoft authenticator but the email is change to the hacked one.

Henry Heighway

I have attempted to use the account recovery forum but as I have two factor authentication turned on, the form is automatically denied. I also cannot turn of 2FA because I can't access the account. As far as I am aware, I have run out of options for recovering my account. Even after changing my password multiple times, I still can't verify my account due to the error. I appreciate the attempt, but I can't see a way of recovering this account.

Georges C.

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

My name is Welcome to the community

Hello R_406, you lost access to your email account, was it hacked?

You cannot transfer information or game licenses etc from one account to another.

If your account has been hacked or you have lost access to it, you will have to try to regain access to your account.

Recover your account

https://account.live.com/acsr

Help with the Microsoft account recovery form

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

airee brown

I can’t change the alias or anything cause I can’t sign in and I tried the account recovery and gave pretty good info and still got denied

My Account Was Hacked! Authenticator Denied, Recovery Info Removed, Still Lost Access