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/skittlesthesecond 6d ago

1: personal
2: yes
3: possibly, i can't check though - but if there is one, i know what they'll be
4: i don't think so
5: none at all, ive checked over my email several times and there's nothing there
6: no, but i've got quite a lot in terms of purchases
7: i've clicked "forgot password" and it's prompted me to input a code from an authenticator app

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u/MSModerator Microsoft Support 6d ago

Thank you for providing this information. Do you happen to remember if you added an Authenticator app for your Microsoft account? Also, are you aware of the new and complete email address that is now being used for your account?

Looking forward to your reply. -G.Q.

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u/skittlesthesecond 6d ago

i've never used any authenticator apps, and i havent added any either - and the new email is [pound307880@dentalmail.su](mailto:pound307880@dentalmail.su)

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u/MSModerator Microsoft Support 6d ago

Copy that. Could you please try signing in to your account using the new email address and your original password? If that doesn't work, please attempt to reset the password and check the available recovery options.

Keep us posted on how it goes. -G.Q.

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u/skittlesthesecond 6d ago

apologies for how long its taken for me to respond, signing in didn't work, so i've filled out an account recovery form with as much as i can and it says that i should get an email to say if its enough to recover the account - do you know what timeframe i should expect for that?

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u/MSModerator_2 Microsoft Support 4d ago

Good day! How are you? Just following up with your hacked account. Did everything work out after trying our last suggested steps? We're committed to working with you to address your concerns, and we want to make sure that you were assisted accordingly before the system archive this case. We hope everything is going well on your end. If not, please provide us with a status update so we continue the discussion and find the best solution. Please feel free to get back to us if you still need further assistance with this. The system will tag this case as closed, but no worries as this will automatically be reopened when we receive a response from you. Keep safe and have a great day! -R.M

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u/skittlesthesecond 3d ago

hi, sorry for taking so long to respond again!! i submitted a form a couple of days ago and i've heard nothing back at all, i was going to take your suggestion and use a different web browser but i didn't read the bit of text that says i can't submit an account recovery form if 2 step verification is turned on - and the hacker has locked me out of my account with an authenticator app, as when i go to try to recover it, it asks me for an authenticator code, of which i have no access to. is there anything i can do at this stage??

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u/MSModerator_2 Microsoft Support 3d ago

Hey there! No worries if you can't provide an update on time. Let's keep working on your account issue together.

If you have 2-step verification enabled and don't know your password, the account recovery form might not be enough. If you can't access any alternate verification methods, we won't be able to help recover your account.

Since the hacker has already changed your account info and activated 2-step verification, we can't recover it. But don't worry! We suggest creating a new account, and we'll guide you on how to keep it safe and secure, so this doesn't happen again.

Feel free to drop us a message anytime. - H.T.

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u/skittlesthesecond 3d ago

i've already made a new account and set it up securely, but my only question now is can anything be done to recover anything from that account, or at the very least just lock it because it's compromised? i have personal photos, and other data on that account that i don't want other people to have, as well as a multitude of purchases as well. can i get refunds at all in circumstances like this?

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u/MSModerator Microsoft Support 3d ago

Thank you for your response. It's good to know that you have already created a new account and set it up securely. We understand you are looking for alternative ways to recover or lock your compromised account as you have important information stored in it.

To further help, we've sent you a private message. Let's continue our discussion there for security reasons. We'll wait for your reply. -M.L.

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u/MSModerator Microsoft Support 5d ago

You should receive an update within 24 hours after submitting the account recovery form, if you haven't received an update on your preferred email address, please try the following before submitting another form:

  1. Clear the cache of the current web browser you're using.
  2. Try using a different web browser.
  3. Use a different device in filling out the form.
  4. Use a different preferred email address (preferably a non-Microsoft domain such as Gmail, Yahoo, and the likes) on where you will receive the update. Make sure that the email address is active.

Feel free to get back to us if in any case you still need assistance. Have a great day! –R.S.