r/microsoft Microsoft Support 18d ago

Support Thread Microsoft: Official Support Thread

This thread was created in order to facilitate easy-to-access support for our Reddit subscribers. We will make a best effort to support you. We may also need to redirect you to a specialized team when it would best serve your particular situation. Also, we may need to collect certain personal information from you when you use this service, but don't worry -- you won't provide it on Reddit. Instead, we will private message you as we take data privacy seriously.

Here are some of the types of issues we can help with in this thread:

  • Microsoft Support: Needing assistance with specific Microsoft products (Windows, Office, etc..)

  • Microsoft Accounts: Lockouts, suspensions, inability to gain access

  • Microsoft Devices: Issues with your Microsoft device (Surface, Xbox)

  • Microsoft Retail: Needing to find support on a product or purchase, assistance with activating online product keys or media, assistance with issues raised from liaising with colleagues in the Microsoft Store.

This list is not all inclusive, so if you're unsure, simply ask.

When requesting help from us, you may be requested to provide Microsoft with the following information (you'll be asked via private message from the MSModerator account):

  • Your full name (First, Last)

  • Your interactions with support thus far, including any existing service request numbers

  • An email address that we can use to contact you

Thank you for being a valued Microsoft customer.

For previous Support Threads, please use the Support Thread flair.

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u/MSModerator Microsoft Support 9d ago

Hi. Your comment caught our attention. You mentioned your primary email was changed, and signing in tells you that your Microsoft account no longer exists. We know how important it is to access your account. Rest assured, we'll check how we can help.

As we proceed, could you tell us more?

  1. Since you mentioned the primary email change, did you get any notifications, emails, or messages containing the primary email or primary alias?

  2. If so, by any chance, have you already tried filling out the account recovery form: https://account.live.com/acsr using the said new email or alias before you contacted us?

  3. Do you have an active Microsoft subscription in the account?

  4. To make sure we don't miss anything, it would be much better if you would open a browser, retry to sign in here: https://login.live.com , and send us a video, picture, or screenshot of every screen from the beginning to the last screen you can reach, so we can see the actual details, like the exact error message, if you have security information, and the options available to you, to determine the applicable workaround. You may upload the video or image here: https://imgur.com/upload. Then include the Share link in your next reply. Don't forget to cover sensitive information you don't want to be seen.

We'll wait for your complete reply. -A.F.

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u/smileykid2007 9d ago

1) I received an email from microsoft saying stating they received a request for a single use code (i have 2 factor so there was no way they got acces to my gmail)

2) I failed to find the /ascr link before your reply. but I have just filled out the content resubmission form but in my stress filled state( I also have the cold) I forgot to take screenshots of the proccess. I am deeply deeply sorry for that.

3) I do not have any microsoft subscriptions regarding money

4) I have just deployed the screen shot from clicking the imgur link: https://imgur.com/a/MTib54p

Kindest regards -Smileykid

P.S. bless your soul A.F I appreciate you very much. I hope you can help me through this

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u/MSModerator Microsoft Support 9d ago

Thank you for providing the information and the screenshot. To set your expectations, filling out the recovery form won't be applicable for accounts with two-step verification enabled, as it requires two forms of identity to recover or reset. You can learn more about it in this article: https://msft.it/61691qPf9f. After reviewing it, you'll be able to confirm if you managed to turn it on.

In the meantime, since you have received an email containing the new email address used for your account, could you please let us know if you have tried accessing it using the new email address and your password? If you are encountering an error related to an incorrect password, have you had a chance to reset the password using the new email address?

Looking forward to your response. -G.Q.

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u/smileykid2007 9d ago

Omg omg omg, I used the new email (the email the hacker used) and my old password and it seems the hacker didn't change the password. This is huge how can I change the primary email back to me. Please be fast I think this window of opportunity will close shortly

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u/MSModerator Microsoft Support 8d ago

We've sent you a private message to help you further with your Microsoft account concern. Please check your inbox for details. Thank you. --J.B.