Locked out of microsoft account

Hey there! Nice to meet you!

I'm sorry you are experiencing this.

Since the security info has been replaced by the hacker, I'm afraid there is no other working method to recover the Microsoft account, and Microsoft Support cannot help either.

However, I would recommend reaching out to Microsoft Support regarding your open case, and they can possibly "Suspend" the account permanently once they have confirmed that the account can no longer be recovered in order to prevent the hacker from using it:

https://support.microsoft.com/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAssetId=S.HP.SmcContactUsLanding

Type "Microsoft 365 sign-in problem" > Click "Get Help" > Scroll down and select the option "Sign in to contact Support" > Microsoft 365 and Office > Billing and Account Profile Questions > Confirm > then select "Chat with a support agent in your web browser"

Lastly, you will need to reach out to your bank/financial institution immediately to dispute the fraudulent charges and request to block all charges from Microsoft to prevent further unauthorized purchases.

You may also need to request a new payment method.

Thank you for your understanding.

Best regards,

Darhyl

For a hacked Microsoft account where the password and recovery info were changed and self-service recovery has failed, only the official recovery and support channels can help. Community forums and general support lines cannot directly restore access or override security.

Follow these steps end to end:

1. Use the official hacked-account recovery flow
   • Start with the guided helper for compromised accounts: use the Start button in How to recover a hacked or compromised Microsoft account. It will ask for the affected email/phone and route to self-help or an agent as appropriate.
   • Before doing this on any device, run a full malware/antivirus scan on PCs and phones used with this account, as recommended in the article, to ensure the attacker is not still capturing credentials.
2. Submit/redo the account recovery form (if access is fully lost)
   • If the hacker changed the password and all security info, the system relies on the automated recovery form. Fill it out with as much accurate detail as possible (old passwords, subject lines of recent emails, contacts, etc.).
   • If the form is repeatedly rejected, the account may be unrecoverable; support agents for consumer accounts cannot bypass a failed automated ownership check.
3. If the account is in “security info change pending” state
   • If at any point a “Your security info change is still pending” page appears, use the built-in options there:
     • Cancel this request if that change was initiated and the old security info is still accessible.
     • Let us know if the change was unauthorized; this triggers the unauthorized-change flow.
4. Escalate via official support chat (for status and billing issues)
   • If there was already a case with an agent and there has been no update for months, open a new support interaction via the main support portal:
     • Go to Contact - Microsoft Support.
     • Sign in with a different working personal Microsoft account.
     • Under Products & Services choose Other Products; under Categories choose Manage account security.
     • Choose Chat with a support agent in your web browser (during business hours).
   • In chat, provide:
     • The hacked account address.
     • The approximate date of compromise.
     • That recovery email and password were changed by an attacker.
     • That there are ongoing unauthorized purchases.
     • Any previous case number from the call 5 months ago.
   • Ask the agent to:
     • Confirm the status of the previous case.
     • Advise on next steps if the automated recovery cannot verify ownership.
     • Direct to the correct channel for disputing unauthorized charges.
5. Handle unauthorized purchases
   • Because the account is compromised and purchases are being made, work with the support agent to identify the correct billing/support path for charge disputes. This is separate from technical account recovery but uses the same support entry point.
6. If recovery ultimately fails
   • If the recovery form and support guidance conclude the account cannot be recovered (common when all security info was replaced and the system cannot verify ownership), the only option is to:
     • Create a new Microsoft account.
     • Secure it with strong password and up-to-date security info (phone, alternate email, Microsoft Authenticator).
     • Update this new account everywhere it is used.

For any future account, follow the hacked-account guidance: keep devices clean, use strong passwords, and maintain multiple up-to-date security proofs so recovery is possible if something similar happens again.

References:

• How to recover a hacked or compromised Microsoft account
• Unblock my Outlook.com account
• My account got hacked. - Microsoft Q&A
• My personal hotmail account hacked by hacker with authentication app enabled. - Microsoft Q&A
• Need help with hacked microsoft account - Microsoft Q&A
• How do I send an email to Microsoft about my account being hacked and taken over by <removed> ? - Microsoft Q&A
• My account got hacked - Microsoft Q&A
• Microsoft account has been locked