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How to regain access to compromised MS Office 365 account.

Security concerns with compromised Office 365 account and trouble contacting Microsoft, need assistance / advise ASAP. Office 365 account compromised and I can't get back into the account because the admin email address has been changed. NOTE: I disable the MX record so no email is flowing and I logged all users out of Office 365 on all devices through user portals.

The MS Office 365 account admin email was changed but my cell is still set as the alternative. Problem is when I get a code sent to my cell it then says a reset email was sent to the unknown email. I've tried to contact Microsoft and it's been difficult. The live.microsoft.com help sends me to the business help center and the virtual assistant asks me to fill out a recovery form. The problem is Microsoft assumes that the email on file is legit and where the form is sent to. Another loop I'm stuck in with Microsoft.

I opened a ticket against the hacked account first to troubleshoot why email wasn't sending, while troubleshooting I tried to log in as admin when I first noticed the issue. I first reported this to Microsoft during our remote session and they said a different department would have to handle this. That was 18+ hours ago.

I opened an additional ticket just now with my 365 account and informed them of the previous ticket hoping to get a faster response. This is the only way I found to get in touch with Microsoft regarding this situation.

Any other account, bank, ISP, credit union, online companies, I can contact a person and fax documentation proving ownership. Frustrating I don't have this option with Microsoft which is a serious shortfall on their behalf.

Does anyone have any recommendations where to go at this point?

19+ hours and counting waiting on Microsoft, client account hacked, client can't send email.

Scott Fell

If you are able to log into the portal and submit a ticket from there, are you saying that takes 19 hours? I have found it takes at most a few hours but many times it is within minutes. Covid may be partially responsible.

Is there another global admin?

If you are having trouble contacting support, I might just call as if I am going to purchase and have that person get you in touch with support.

https://docs.microsoft.com/en-us/microsoft-365/admin/add-users/reset-passwords?view=o365-worldwide
https://docs.microsoft.com/en-us/microsoft-365/security/office-365-security/responding-to-a-compromised-email-account?view=o365-worldwide

WORKS2011

ASKER

I agree about the call but haven't had much luck with a number, on the internet everything starts out with MS Live, then I'm directed to business, then another department. I'm taken out of sales and sent down a rabbit hole.

There is not another global admin.

Vasil Michev (MVP)

If that was the only admin, nothing you can do apart from calling support. Here are the phone numbers: https://docs.microsoft.com/en-us/microsoft-365/admin/contact-support-for-business-products?tabs=phone&view=o365-worldwide

WORKS2011

ASKER

Scott Fell how do I do any of your recommendations without admin access?

WORKS2011

ASKER

More hold time, thanks Vasil.

Scott Fell

It sounds like the phone is your only answer. I would also try and chat too and see who takes care of you first.

https://support.microsoft.com/en-us/help/contactus
https://support.office.com/home/contact

Scott Fell

You may need to create a new account just to chat with somebody.

Edmond Hawila

Well that's a lesson for enabling MFA and having a second admin.. You need to get hold of MS to do the verification.

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WORKS2011

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Scott Fell

I wonder if the slow turn around time has to do with more people working remotely because of COVID. I know I am experiencing similar issues with other vendors.