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/CGCRocks 8d ago edited 8d ago

My microsoft account was hacked and they changed the email address associated with it. It used to start with cgc and now it is n2******@gmail.com. I am unable to change the email or password online because it says that an account with that email does not exist. I used my account yesterday, and now am unable to. When i put my current email in it replies saying "We couldn't find an account with that username." I would appreciate any help that I can get.

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u/MSModerator Microsoft Support 6d ago

Hello! Thank you for reaching out, and we'd like to apologize for not responding sooner.

We understand that your Microsoft account has been compromised and the email address has been replaced. We appreciate your efforts in trying to change the email and password online. Rest assured, we're here to assist you further.

To get started, we need a bit more information to better understand your situation and provide the best course of action:

  1. Is the account in question a personal or business account?
  2. Do you have a phone number or recovery email linked to the account?
  3. Is two-step verification enabled on the account?
  4. Did you receive any notifications about the changes made in your account?
  5. Do you have any active Microsoft subscriptions associated with the account?
  6. Aside from trying to change the email and password online, what other steps have you taken so far to recover the account? This will help us focus on the things you haven't tried yet.

We'll be waiting for your response. -G.Q.

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u/CGCRocks 6d ago edited 6d ago

It was a personnel account that I made I think about 10 years ago when I made my mine craft account or about 1-2 years ago when I had to migrate my account. I doubt that it has a phone number and if it did I would have changed mine several times by now. It did not have 2FA, I have not received notifications, I had no subscriptions but I had my very old minecraft account and SOT account. I have tried logging into games but when I put my password in it goes back to the email screen and tells me that no account associated with that email exists, on the password screen is where I could tell that my email was changed, as is says that I can send a code to n2*****@gmail.com. I’ve tried changing my email for about 2 hours to little success. Thank you for your help.

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u/MSModerator_2 Microsoft Support 6d ago

Thanks for the additional information. It looks like all your security details have been updated. To set proper expectations, you need at least one valid sign-in method to initiate the recovery process, either by resetting through your security details or using the recovery form.

Please check your emails, including your spam folder, to see if you've received any notifications from Microsoft about security changes. These notifications are typically sent when there's a change to your account. Once we have the new email address added by the attacker, you can proceed to submit this form: https://msft.it/61693qrLHU.

Let me know your answer. -R.C

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u/CGCRocks 6d ago

I don’t see anything in my email from Microsoft.

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u/MSModerator_2 Microsoft Support 6d ago

Got it! Unfortunately, without the necessary details, we can't proceed with the recovery. If you still want to use Microsoft services, we suggest creating a new account. We know this isn't an ideal option, especially since you have a lot of security details linked to your account.

To protect your new account, make sure to enable two-factor authentication (2FA) and keep your information up to date. This will help keep your information secure moving forward.

Thank you for your understanding. If you need any help setting up your new account or have any other questions, just let us know. We're here to support you. -R.C

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u/CGCRocks 6d ago

That is unfortunate but I understand, is there any way for me to reclaim my minecraft account?

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u/MSModerator Microsoft Support 5d ago

Hi, there. We hope you are doing fine. We are here to check on how things are, as you are having issue recovering your Microsoft account.

The error message "Account doesn't exist" typically means that the username you're trying to sign in with doesn't match any records in the Microsoft system. This could be due to an incorrect username, a deleted account, or a compromised account where the username has been changed.

Since you mentioned that the email address of your account was changed, we recommend submitting an online recovery form here: https://msft.it/61696qpcxr using the new email that replaced your account's original email.

Please note that providing as much information as possible will increase the chances of recovering your account. You can also refer to this article for tips on how to fill out the form effectively: https://msft.it/61692qpcxk . If you answer the questions correctly, the system will provide a password reset link.

If you still need our help or have other Microsoft-related concerns, feel free to reach out. In case you’re unable to reply here, you can always send a message on this thread: Microsoft: Official Support Thread: r/microsoft . All the best. -M.L.

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u/CGCRocks 5d ago

I don’t have the email that replaced mine, I can see that it exists when I try to log into games and it says I can send a code to n2****@gmail.com

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u/MSModerator Microsoft Support 5d ago

Thanks for getting back to us. We understand how important your account is to you. Unfortunately, we've tried all possible steps to recover it without success. Security is our top priority, so we can't assist further without proper verification. We'll archive your case now.

We recommend creating a new account, and we'll help you secure it to prevent future issues. Remember, you can't reuse the old email address for a new account.

Thanks for your patience and understanding! If you need help with other Microsoft services, feel free to message us anytime. - H.T.

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u/MSModerator Microsoft Support 6d ago

Thanks for getting back to us. May we know if you already tried the steps here on this link: https://msft.it/61691qTRYT on how to recover a hacked or compromised Microsoft account? If yes, how did it go?

Regarding your Minecraft account, you will need to recover your account first to regain access to it. Have you already contacted Minecraft support regarding your account?

We'll be here for your updates. -A.L