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Alias folders still in recovered outlook account

Ruth Darling 0 Reputation points
2026-05-26T21:32:55.9133333+00:00

My outlook was hacked and an alias was added to my account/profile. I was able to sign the alias out and change my sign in password. However they changed MY settings to Vietnamese, changed folder names and added folders (became good and translating Vietnamese to UK, yay for 2 screens). I have followed all the advised steps to remove the alias, changed settings back to UK so look like I've resolved. However I can't delete the folders they set up. Delete folder is not available with right click, or those that are, just come back. My inbox is also in the Alias's Vietnamese name (folder names won't translate) so I am concerned they may still have a backdoor. Used Copilot, who eventually said the alias folders must be on the service under their profile, which was added to mine previously and I need to ask Microsoft support to clear them from my account/profile. How do I get Microsoft to carry out a action that only Microsoft can do?

Outlook | Web | Outlook.com | Settings
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  1. AI answer

    2026-05-26T21:33:12.1933333+00:00

    Microsoft support can intervene only through the official Outlook.com/Microsoft account support channels; there is no self-service option to force server-side removal of those persistent folders beyond what the UI allows.

    To escalate this so Microsoft can review and, if needed, clean up the account on the service side, use the built-in Outlook.com support path and, if sign-in issues occur, the account support entry points:

    1. While signed in to Outlook.com, open the Help pane:
      • Select Help (question mark icon) on the Outlook.com menu bar.
      • Enter a brief description such as “Hacked account – cannot delete Vietnamese folders/alias folders”.
      • When self-help articles appear, scroll down to Still need help? and select Yes.
      • Use the Contact support option to start a support request and clearly state:
        • The account was hacked and an alias was added.
        • Folders in another language/alias name cannot be deleted or keep reappearing.
        • Request that support check for and remove any server-side rules, folders, or remnants of the attacker’s alias/profile.
    2. If sign-in to Outlook.com is not possible or the Help pane links do not work:
      • Use the Outlook.com support entry for users who cannot sign in: go to the “If you can't sign in” support entry point referenced in the Outlook.com articles and follow the prompts to reach account support.
    3. If the issue is tied to aliases and primary alias configuration, verify the alias setup first so support can see a clean configuration:
      • Go to Manage how you sign in to your account and confirm that only intended aliases remain and that the correct one is marked (primary alias).
      • Remove any attacker-added alias using Remove next to that email address.
    4. If the account shows symptoms similar to known Outlook.com alias/primary-alias issues (for example, ADDriverStoreAccessNonLocalException or conflicts with work/school accounts), reference that in the support request and indicate that the account has had alias changes after a compromise.

    Because the remaining folders and non-deletable items are on the service side, only Outlook.com support can inspect and, if appropriate, remove them. The Help pane and the “can’t sign in”/Account support flows are the supported ways to get Microsoft to perform such actions.

    References:

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