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Chris L.
Chris L., Support Specialist
Category: Computer
Satisfied Customers: 4859
Experience:  Certified Computer expert with over 10 years experience.
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My email account was hacked and I think subsequently blocked.

Customer Question

My email account was hacked and I think subsequently blocked. I turned on the two step verification to try to sort this out but now I can't turn this off. I filled in the microsoft account recovery form but because of hte two step verification, microsoft sent me a mail saying they will ignore my request.

Pleeease help me!
Submitted: 3 years ago.
Category: Computer
Expert:  Chris L. replied 3 years ago.

Hello my name is XXXXX XXXXX I will be happy to assist you.

I am very sorry to hear your account was hacked.

It can be very difficult if not impossible to get the account back if you cannot verify with the form. I have spent many hours researching the options and have helped hundreds of hotmail users that are in your same position.

The methods I am going to share with you are not made public by hotmail but they do in fact work. You will need to be patient though as it could take a couple days. Considering you are about to lose your account though, a few days is worth the wait. It is incredibly important that you very carefully follow my instructions so you complete the procedure correctly.

An option is to reach out to a hotmail representative on their forums, they have access to look deeper into the account and sometimes can help in these situations.

First you are going to need to create another email address with Hotmail. Please go to the following link to create that.
https://signup.live.com/signup.aspx

Once you create the new address do the following.

Please click http://windows.microsoft.com/en-US/hotmail/hotmail-support

Next choose "Your account has been temporarily blocked"

Tell them you have not been successful with the recovery form.

Be sure that under "Enter the email address (Microsoft Account) affected by this issue:"

You provide them the email address that is blocked and not the new one.

Under ‘Enter your contact email address:' give them the new account you just created.

In most cases they will respond in 24-72 hours, depending on how many requests they have waiting before yours.

A moderator can take a closer look at your account and work with you to try and help you get back in.

As well as sending the message directly to the moderator it can sometimes be quicker to reach out to them in their public forums and they may message you or ask you to message them privately with more information.

Go to the following link and click Participate and then click Ask a question on the menu at the top. A box will appear. In that box type what has happened. Remember to be very polite and give as much information as you can. Here is the link to the forums:
http://answers.microsoft.com/en-us/outlook_com/

Microsoft/Hotmail takes account security very serious which is why they make this so difficult and make you confirm all of that information. It is to prevent unauthorized access to your account.

I hope that this information helps you get into your account. I would kindly ask you to remember when you are asked to rate my service you are rating me personally. You are not rating hotmail or their procedures or your frustration with the situation which I know is difficult.

If you need further clarification please let me know.

Thank You
-Chris

Expert:  Chris L. replied 2 years ago.
Hello,

It was my pleasure assisting you with your question. I just wanted to follow up and see how everything is going and if you needed help with anything else. If you do have another question please feel free to ask I will be more than happy to assist.

Thanks,
Chris

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