Account Email Changed

Dear applecider,

Thank you for reaching out to the Microsoft Q&A.

I am very sorry to hear you're going through this. This is an incredibly frustrating and stressful situation, and you are completely right to be upset. Losing access to an account, especially one with purchases you value, is a serious issue.

The good news is that the images you provided contain excellent proof of ownership. The purchase receipt is your most powerful tool.

The standard account recovery forms often fail in this specific scenario because the hacker has changed the primary email, which confuses the automated system. You need to get past the bots and talk to a human support agent.

1. Gather all the information you have in one place so you can provide it quickly to the support agent:
   • Your Original Email Address
   • Hacker's Email Address
   • Minecraft Order Receipt: Order number, Date of Purchase, Item, Total paid
   • Payment Method: The credit card/debit card (last 4 digits), PayPal account, or other service you used to buy the game.
   • Other Security Info: Any phone number or secondary recovery email you had linked to the account before it was compromised.
2. Contact Microsoft Live Support:
   • Go to the Microsoft Support contact page: https://support.microsoft.com/contactus
   • A virtual agent or search box will appear. Type in a clear, simple phrase like "Hacker changed my account email" or "Unauthorized access to my account".
   • The bot will offer some articles. Skip these and look for a button that says "Contact Support" or "Talk to an agent" at the bottom.
   • You will be asked to select a product and category. This is the crucial part:
   • For the product, choose "Other products" or "Windows".
   • For the category, choose "Manage account security" or "Billing and Account Questions".
   • This should give you the option to "Chat with a support agent in your web browser". This is your goal.

Sometimes the first support agent may not be able to help. If you feel you aren't getting anywhere, you can politely end the chat and try again later to connect with a different agent. You have the right information to solve this. The key is to get it in front of a person who can help. I wish you the very best of luck in recovering your account.

To assist others who might have similar questions and to help us improve our support system, we kindly encourage you to "Accept the answer" if it successfully addressed your concern. Accepting an answer lets other users know that this solution worked for you, and it also helps us track the effectiveness of our support efforts.

Best regards, 

Bryan Vu | Microsoft Q&A Support Specialist