Account hacked - I can still sign in but no access to 2phase Authentication Code and won't allow me to add to the authentication app now saying its not recognised?

Hello Chris,

Thank you for posting your question in the Microsoft Q&A forum!

I understand that you are having issue with accessing your Microsoft account. I truly understand how you feel. Let me assist you go through this situation.

This is my suggestion for you:

1. Start Microsoft’s account recovery process:

Use Microsoft’s Sign‑in Helper and Account Recovery form: https://support.microsoft.com/en-us/account-billing/help-with-the-microsoft-account-recovery-form-b19c02d1-a782-dee6-93c3-dc8113b20c42

Please follow the guidance in the page.

2. If prompted: replace your security info

During sign‑in, if you see “Verify your identity” and none of the listed options work:

• Select I don’t have any of these
• Follow the instructions to replace your security info
• Microsoft may place a temporary security hold (up to 30 days) before changes fully take effect — this is normal and intentional

3. If it failed, please contact Microsoft support directly:

• Open the Contact Microsoft Support page: https://support.microsoft.com/home/contact
• In the box that says, “Describe your issue”, type something like: Account hacked – lost access to Authenticator / two‑step verification
• Select Get Help.
• When the automated suggestions appear, scroll down and select Contact Support.
• Sign in with your Microsoft account if prompted.
• Choose: Product: Microsoft 365 or Microsoft Account Category: Account & security
• If available, you’ll be offered a chat with a support agent or a call‑back request (availability depends on region and time).

Please note that the chat support team only works during certain working hours. Therefore, if the last window indicates that you are unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

I hope this will help with your situation. Please feel free to reach back if you have further update or more questions.

Best Regards,

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