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How to recover my account when Microsoft "support" is in loop

Carol Blank 0 Reputation points
2026-06-03T05:29:33.98+00:00

My account is being hacked.

I got an email that someone put a troyano in my computer this person added a draft on my own account and showed me all my passwords. From there every single account I own got hacked and I have being losing everything.

They have the Microsoft authenticator, my own drive my email and Windows account, I can't use anything.

When I contact support they make me fill a form, my account has 2ways authentication, yet the phone authentication doesn't work and says please try another way.

When I fill the form it says we won't proceed because Of Course you have two way authentication.

Also when they do it in other way they say we were unable to locate An account linked to that information.

When contacting support they put me on a loop of filling diferent forms that never get to anything and they tell me someone will do something and never happens.

Is being 4 days since I have tried to recover my account my images in Onedrive all compromised.

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Rayyan Fawad 0 Reputation points
    2026-06-04T23:43:34.76+00:00

    Hi Carol, I am so sorry to hear you're going through this nightmare; dealing with a compromised account while stuck in an automated loop is incredibly violating and stressful. First, a piece of crucial technical clarity: the email you received claiming a "troyano" (trojan) was placed in your computer to add drafts and steal your passwords is a common extortion scare tactic, but because your Microsoft Authenticator, OneDrive, and secondary accounts were actually taken over, it confirms that the attacker successfully hijacked your active browser cookies or compromised your master password.

    Because two-factor authentication (2FA) is active, Microsoft's automated Account Recovery Form (ACSR) will reject your entries by design, meaning your absolute last line of defense is bypassing the automated loops entirely to reach high-level manual intervention. You need to immediately head over to X (formerly Twitter) and send a detailed direct message to @MicrosoftHelps or @XboxSupport, providing your previous case reference numbers and explaining that an attacker compromised your master account, modified your primary security aliases, and locked you out of your 2FA methods. The social media support teams monitor a separate, human-vetted escalation queue that has the backend authority to break the automated scripts, trigger an offline verification link, and freeze the compromised OneDrive data before the hacker can do further damage.

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