Help in recovering hacked account

Dear @Terence Williams,

Thank you for reaching out, and I am so very sorry to hear about your account being hacked. I can only imagine how frustrating and upsetting it is to have this happen, especially with fraudulent charges being made. Please know that the security of our users' accounts is a top priority, and I want to assure you that we take your report very seriously.

I understand that the automated recovery process can be difficult, especially when the hacker has changed your contact information. Since the hacker was able to get into your account and change the registered email and phone number, the account recovery form is your only option to regain access. This process is in place to protect users, but I understand it can be incredibly difficult to navigate in situations like this.

When you fill out the form, it's best to provide as much information as you can. Here are some tips that can really help your case:

• Use a device you’ve used before: Fill out the form from a computer, phone, or tablet you've previously used to sign into the account.
• Be as detailed as possible: Include any old email addresses you sent messages to, or subjects of emails you might have sent. If you have any receipts from digital purchases made with that account, include the dates and product names. The more information you can provide, the better.

For issues like this, where fraud and a blocked credit card are involved, it's a good idea to speak with a Microsoft Support agent directly. They have the tools and authority to suspend your account once they have confirmed you are the owner. Here's how you can connect with them:

1. Go to the Microsoft Support page.
2. In the search bar, type a brief description like "account hacked" or "fraudulent charges."
3. Scroll past the self-help articles and look for an option to "Contact Support" or "Get help from a support agent."
4. You will be prompted to select a product and a category for your issue.
5. Follow the steps to get connected with a support agent via chat. Make sure to explain your situation clearly, including that your account was hacked, you can't get in with the recovery form, and that fraudulent charges were made on your credit card.

I hope these steps provide some immediate relief and guidance. I recognize the importance of your email account to you, and I'm here to help you through these troubleshooting steps.

Please let me know how these suggestions work for you, or if you'd like assistance in navigating Microsoft's support channels.

Warm regards,

Chloe L. | Microsoft Q&A Support Specialist

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