Forum Discussion
My hotmail account got hijacked.
My old hotmail account got hijacked - I tried to log this weekend and got the message that "We couldn't find an account with that username". I understand that the hacker did an alias change.
I ultimately was able to get a support chat, and the agent had me fill out a recover your account form, which I did, and gave them an alternative email address.
After that, I got an email from Microsoft to the alternative email with a longer list of items to verify, which I filled out and submitted.
I waited a few days with no response, so I replied to that Microsoft email asking for a status update, and got an automated response: "This case was previously closed as it was either resolved or closed due to non-response after multiple contact attempts. In both situations, a closure email explaining the reason would have been sent to you."
But no contact attempt was made, nor a closure email sent to me.
I got back on the support chat, and explained the situation and the agent said to reply to that Microsoft email asking for an update. I told him that I did so, but would do it again if it helped.
After sending it again, I received the same automated message that the case was closed.
The agent suggested that I go through the process again, which I have done. As I'm not expecting great results, I'm here to ask if I'm doing anything wrong, or if I can go through a different channel?
1 Reply
he repeated closed-case response explains why replying to that email is not advancing your request, but it does not tell us whether the account was renamed, deleted, or successfully recovered. The unrecognized username alone is not proof of an alias change. Use Microsoft’s Sign-in Helper for the original address and retain the case numbers, the questionnaire submission date, and the closure responses. On contacting support, explain that the questionnaire was submitted and ask them to identify the current case and its required next step, rather than sending you back to an already closed thread. If directed to the standard recovery form, use a familiar device and location and provide exact old passwords, contacts, and message subjects. Microsoft limits recovery-form attempts to two daily, and agents cannot bypass ownership checks or change account details. Do not post recovery answers publicly. No forum member can reopen or guarantee recovery of this case.
