I am unable to sign in and it redirects me to a seperate email

Remivia 0 Reputation points
2026-08-14T22:57:23.3933333+00:00

Hi , I'm writing on how to reaccess my email after being unable to access it . I have used the correct email address and password . I know that because I've used the sign in multiple times , now i have checked the email it is hooked up too and it has stated there was a password reset on August 14th 2026 , 2:26 pm { GMT+10 / AEST }. I do not recall receiving this email or anything else. I have not given access to reset this email password. Because of this I have lost my access to all microsoft items and my xbox account + minecraft account. I am very upset on this and i want to know how to fix it . Although when i do sign in , it redirects me to an unknown outlook email which i have never used which makes me verify at an unknown igloo.cc email which i dont even use. Please respond and contact me for ways to fix this issue

Microsoft Edge | Profile, sync, and sign in | Windows 10
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  1. Carl-L 20,460 Reputation points Microsoft External Staff Moderator
    2026-08-18T08:54:50.2966667+00:00

    Hello Remivia,

    Welcome to Microsoft Q&A forum.

    Based on your description, your account might have been hacked, and the hacker has already changed the verification email.

    Unfortunately, this is a user-to-user support forum. Moderators, contributors including external Microsoft employees cannot directly intervene in Microsoft product features or access back-end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. In this case, please try to recover your email using the form at aka.ms/recovermyaccount. You can also contact Microsoft Support, but I'm not sure if they can help.

    • Type Live chat in the search box. 
    • Now click Get help, and Select Contact Support or Sign in to contact support below. 
    • Go to the Products and services tab, and choose Other products
    • On the Category tab, choose Billing and Account Profile questions 
    • Go to Confirm. 
    • You can now choose the option of Chat with a support agent on your web browser. 

    Thank you for your understanding.

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  2. AI answer

    2026-08-14T22:57:49.3766667+00:00

    The sign-in behavior described strongly matches an account compromise where the sign-in alias or recovery information was changed.

    Follow this recovery path:

    1. Try the Microsoft account recovery flow at Recover your account.
      • Enter the email address, phone number, or Skype name previously used to sign in.
      • If the address is not recognized, check the spelling and domain carefully.
      • If another alias or phone number was on the account, try that instead.
    2. If sign-in attempts show unusual activity, go to the Security basics page and select Review activity.
      • If suspicious activity appears under Unusual activity, expand it and select This wasn't me.
      • If it appears under Recent activity, expand it and select Secure your account.
    3. If access is still blocked or the account now points to unknown recovery addresses, use the Sign-in Helper tool first.
      • This is the recommended first step before submitting the account recovery form.
    4. If the helper routes to account recovery, complete the Microsoft account recovery form.
      • Use a working contact email that can receive replies.
      • Provide as much accurate history as possible.
      • Microsoft reviews the answers and responds within 24 hours.
    5. If the account is temporarily blocked because of unusual sign-in activity, use the Outlook.com unblock flow through Sign-in Helper.

    Important limits:

    • If two-step verification was turned on and none of the alternate verification methods are accessible, support agents cannot send password reset links or change account details.
    • If the account cannot be found with the original sign-in name, the sign-in alias may have been changed. In that case, the supported path is still the Sign-in Helper and recovery form.

    If the recovery flow fails repeatedly, contact support through the support contact path referenced in the sign-in recovery guidance.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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