I am writing on behalf of my friend who's had his Hotmail/Outlook account hacked, and I would like to ask if there is anyone who might help us with that. The person who's hacked his account is now sending illicit emails asking people to send him money (which is a fraudulent activity) for hospital treatments (my friend is not or has anyone hospitalized), and is signing them in my friend's name, which I'm pretty sure is defined as identity theft. The hacker has changed all means for account recovery (alternative email address and cell phone number have been changed). In addition to not being able to access his account, which as you know is quite an annoyance, he now has to constantly warn people not to fall for the hacker's fraud.

So far, the methods we have tried to regain the account back didn't get us anywhere. We are in contact with the guys that run Outlook.com page on Facebook, and they have provided us with steps we could try. Coming here is the latest attempt.

So, before any answers are given, let me explain what we have tried and what the results were.

Password Recovery

For the past week, both him and I have been trying this method to recover his account, but the automated system couldn't determine the account ownership based on the information provided. The account is old, and like many people, he has forgotten his answer to the security question. In addition, I would say he has a low sense of security, so his password was really weak.

SMS Verification

Unfortunately, this one assumes that you have access to the account, which he doesn't.

Support Form Submit

Guys at the Outlook.com Facebook page gave us a link to the form where we could submit a ticket. Support number is SRX1211715710ID, but I have to mention that the account is not blocked. As of now, the account is still active and working, but my friend (and I have tried as well) cannot login into it. Even with the given description in the submitted form, the result is that whoever processed that ticket did not even read what the issue was about, and the response was a genetic copy/paste message, and even the ongoing back and forth messaging that's occurring on that ticket is making us go through all of the processes again and again... none of which work.

I'll just note that it's not happening on one, but 3 different computers, 2 which are located elsewhere and all using different browsers, so that should eliminate router and browser settings causes.