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Email hacked? Can’t Access Old Email Account Linked to Other Companies

Can any one assist? I’ll stick to bullet points so it’s to the point.

  • My daughter has an email account that I set up when she was younger, when I bought her an IPod touch.

  • Rather than link to my email I made it in her name.

  • As she got older (she’s now 23!) she continued to use it. Signing up to Amazon, PlayStation etc

  • Last year she went away travelling and the account got hacked. She has tried to get in but the alternative email address that it says it will send a verification code to is not one that I or she has ever used.

  • She set up another email address so that she could remain in contact with family

  • Now that she is back she is trying to get into the old account. She wants to change the email address linked to her Playstation account, but she can only do this if she can get the verification code sent to her locked account.

  • She has filled in forms online on the Microsoft website but they just say that she hasn’t given enough information and it will remain locked.

  • Is it not possible to speak to someone so that she can try and prove that the account is hers? Although I’m guessing that if some has got in to the account (hence the strange recovery email address) then they would have deleted any messages of hers anyway so they wouldn’t be able to see anything related to her.

  • Around about the same time she was also logged out of Twitter and couldn’t get back in under her old email address.

    hope this makes some sense. Thanks

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Dear James Smith 666

Thanks for using Microsoft products and posting in the community.

 

I understand that you're having trouble recovering your Microsoft account and you're having trouble providing all the accurate information requested by the Microsoft account recovery form.

 

I would like to set appropriate expectations that Microsoft account recovery is managed by a completely automated server and we don't have manual access to it. Microsoft takes the security and privacy of our customers very seriously. We are committed to protecting your personal information, and the meticulous account recovery process is intended to protect you from any potential malicious activity.

 

You can try again to see if you can retrieve your account by following the URL below.

How to recover a hacked or compromised Microsoft account - Microsoft Support

 

You can also connect to Microsoft Outlook.com team for support by clicking on this option " Help with the Microsoft account recovery form" in the webpage.

 

Please follow the steps below to contact the Outlook.com team online:

1. Click “Sign in to contact Support” at the bottom of the page.deng

2. Currently logged into another working Micorsoft account.

3. Under Products & Services, select ”Other Products”.

4. Under Categories, select “Manage account security”, and click Confirm.

5. Chick “Chat with a support agent in your web browser”.

 

 

We also encourage you to share your ideas, suggestions, and feedback with us via the Send feedback to Microsoft with the Feedback Hub app - Microsoft Support. This way, we can be aware and work on the point of improving our service in the future, especially with the Microsoft account recovery process. We'd love to hear feedback from our valued customers.

 

 

Thank you for your understanding and cooperation.

 

 

Best Wish

Zora.Z

Microsoft Community Support Specialist

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Question Info

Last updated May 1, 2024 Views 27 Applies to: