[Edited to add: Microsoft Live support resolved this issue very swiftly and professionally. I now have control of my Hotmail account back.]
Somebody, let us call him Anthony Ikpe, has hijacked my Hotmail account and sent a begging letter to everybody in my address book. A transparent ruse but apologies to everybody who got this message. Needless to say I am not stuck in West Africa nor do I need an urgent transfer of funds to help get me home. If you would like to send me money then please do so, but don’t send it to an address in Nigeria.
I don’t know how Anthony Ikpe was able to get access to my account, but he has managed to change the password, change the alternate email address and change the challenge-response questions so I cannot get back control of the account by the usual means. My old password was not a strong one, but nor was it an easily-guessable one. I suspect he has somehow spoofed the password reset system, which would be a security issue for Microsoft if it is true.
My Hotmail address is the one I publish publicly - the Hotmail account is designed to be the one that gets attacked. My friends, family and colleagues know that it’s not the address I normally use. I also use it for buying things online so that the resulting marketing messages don’t bother me. However, if I’m in the middle of a buying something it assumes a temporary importance. And I am indeed using my Hotmail account quite heavily at the moment. Or not, as it turns out.
Inconvenient then, and I’d like to get it back if possible. And I’d certainly like to stop Mr Ikpe from reading the messages I’m currently getting on that account. So I am trying to contact Microsoft to let them know what has happened and see if anything can be done.
Attempt 1
I click on the Help link on the Hotmail home page. Yay! there’s a link for “What do I do if I think someone is using my Windows Live ID? “. I click it. It gives me another link to “Report to Microsoft” any suspicious activity.
I click it. It leads to a Technet page with another link telling me to fill in a form on this page: Helpful Information for Microsoft Passport Network
I click the link. It takes me back to the Hotmail help page.
Presumably Microsoft think their customers are so stupid they will continue round this loop for ever without noticing they aren’t getting anywhere.
Attempt 2
I call Microsoft UK. After patiently navigating their call centre menus, I arrive at the Hotmail options. For billing enquiries please press 1. For all other enquiries please go to http://uk.msn.com
My first reaction is Gaaah! But surprisingly there is a form on the MSN site that allows you to report Hotmail security issues. I filled in the form and submitted it. The waiting begins.
I realised that there was something wrong because I was following you on twitter…. otherwise the email looked very convincing…
Good luck with recovering your account… it must be a horrible experience knowing that someone hijacked your email – even if it is not the one you are using every day…
Having spoken now to some of the recipients, it looks as if Mr Ikpe has taken the time and trouble to personalise some of his emails.
While admiring his industry and creativity, I still think it’s a shame he doesn’t use his talents in a legitimate endeavour.
I sent him an email myself but haven’t had a response yet. I sort of hope he has the chutzpah to ask me for money too.
I have a helpful-sounding and polite response from MSN that looks for all the world like it was written by a human being. Unfortunately the only promise it makes it to forward my issue to the correct team.
Interesting that Microsoft help team’s prose is as flowery and grovelling as any West African scamster’s:
“I realize the importance of your concern and the need for it to be addressed right away…Please accept my apologies for not being able to assist you fully. Thank you for patience and understanding on this matter.”
You might want to try this It helped me when my account was hacked…
https://support.live.com/eformpost.aspx?locale=en-us&productKey=wlid&ct=eformts&subtype=free#refocus
Thanks Chelsey
Dominic… not sure I should feel relieved to hear your story. The exact, but exact thing has happened to me today to and my account here in the US of A. I have gotten numerous alarmed emails from friends/family/contact (to my alternative accts) and am also locked out of my hotmail account. Really really disturbing. I have also lodged this issue with the Windows Live Acct Customer Support at the same link Chelsea notes above. Fingers crossed and good luck.
Thanks Miriam. I hope you recover your account as quickly as I did.
Dear Dominic,
I don’t know what to do!?
MY account at hotmail under name natasha003@hotmail.com that I have been using since 97 is blocked, and msn is not helping by mail. Looks like either someone got in and changed my password, or there is something wrong with msn system…
I have all my vital contacts and info there that i need urgently.
Have u got any numbers i can call?
There is absolutely no numbers to call in msn website regarding this!
Please suggest what I can do?
Thanks,
Natallya
Same thing happened to me today. Got several calls and texts from friends wondering what was going on when thet received an email from me looking for money. How long does it take to get your account back after submitting form to windows which took forever to find?
so many contacts that i hope i haven’t lost.
dear friend
i m using hotmail id from the last 8 years .but from the last week i cannot access my accony. please help me. how i solve this problem . my hotmail id is blocked . i m using starpolyfab@hotmail.com. kindly suggest where i contact.
thanx
ripan