have been removed from all social media and have been given a weird email as notification to all notifications and recovery information eg: 6*******9@q*.com

The described situation indicates that account recovery information and notification addresses have been changed, which is consistent with accounts being compromised. For Microsoft accounts and Outlook/Hotmail email, only the documented recovery and support paths can be used; support agents cannot bypass these automated systems.

For any Microsoft/Outlook/Hotmail account involved:

1. Use the official hacked/compromised account flow
   • Go to the "How to recover a hacked or compromised Microsoft account" helper and start from there: it will ask for the email address or phone number and then either show self-help steps or offer a chance to talk to an agent.
   • This is the official path when an account has been taken over and security info (like recovery email or phone) has been changed.
2. If sign-in fails but the username is still recognized
   • Use the standard account recovery process:
     1. Go to the "Recover your account" page.
     2. Enter the email address, phone number, or Skype name used to sign in.
     3. Choose where to receive a security code (any remaining valid recovery option).
     4. Enter the code, then set a new password.
   • Tips from the documentation:
     • Make sure the correct domain is used (for example, .com vs .co.uk).
     • Check for spelling differences in the name part of the address.
     • If one alias is not recognized, try another alias or phone number that was ever added to the account.
3. If the system says “We couldn't find an account with that username”
   • Use the documented "Contact support" entry point for Microsoft accounts and tell the support advocate that the username has stopped working.
   • This is the escalation path when the automated recovery cannot find the account.
4. If the account is hacked and recovery attempts are blocked or error repeatedly
   • Use the hacked/compromised account helper again and proceed until an option to talk to an agent (chat) is offered, then explain:
     • The account is compromised.
     • Recovery email/phone were changed to an unknown address.
     • Recovery form or codes are failing.
   • The helper is designed to route to appropriate support when self-service fails.
5. If Outlook.com access is blocked but sign-in is still possible
   • Use the Outlook.com in-product Help:
     • Sign in to Outlook.com, select Help on the menu bar, enter the problem, and if self-help does not solve it, scroll to “Still need help?” and choose Yes to reach support.
   • If sign-in is not possible, use the dedicated “can’t sign in” support link for Outlook.com.
6. For non-Microsoft services (social media, etc.)
   • Use each platform’s own “account hacked” or “can’t access email/phone” recovery process and provide any identity verification they request.
   • If the recovery email on those platforms now shows as an unknown address, that is a sign of compromise on those platforms as well; only their support can change it back.
7. Damage control steps (outside the account tools)
   • From a clean device, change passwords on any other accounts that shared the same or similar password.
   • Inform important contacts (family, close friends, financial institutions) that accounts have been compromised so they can ignore suspicious messages.

If additional help is needed specifically for Outlook.com backup or verification email issues, use the Outlook.com support entry points described in the “Verify my backup email address for my Outlook.com account” article.

References:

• How to recover a hacked or compromised Microsoft account
• My username and password have stopped working
• Verify my backup email address for my Outlook.com account
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
• Hacked account - Microsoft Q&A

Hello krystal thorner,

I'm sorry you're going through this. The unknown email on your recovery info is a sign the account was compromised and an attacker swapped the details. Since the appeal flow sends codes to that address, use the recovery form instead: https://account.live.com/acsr. Fill it out from a device and network you have used with the account before, and answer as much as you can — old subjects, contacts, billing details, prior passwords. Repeat it separately for your son's account.

For the social media accounts, recovery has to go through each platform's own support — Microsoft cannot reset recovery info on Facebook, Instagram, X, etc.

In the meantime, from a clean device, change passwords on anything that reused the same one and let close contacts and your bank know.