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  • Problem
  • Updated 12 years ago
I created an email address for my mother so I could do tasks for her related to online shopping. I set it up so I was the alternate email address, and set up the security questions. no one else in the family knew I had set this up and I wanted to keep it separate from my own emails, except for the alternate address. Her email is Grandmagrace@live.com. I tried to access it today and the password, security question and alternate email address has been changed. I need to have access to this account. It has apparently been hijacked and my mothers personal information was inputted to create the account. My email address is welcaro@live.com, the alternate I used for her email was wceltchic@hotmail.com which is associated with my email address. It is one I formally used and still had some subscriptions with and which is linked to my welcaro account. Please contact me immediately since this email address is also associated with online shopping sites. Thank you. Carol Wells, 201-865-2146
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  • ANGRY!

Posted 12 years ago

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Chris Romp

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I'm not on the Hotmail/Live team, so I can't give you any direct help. But first thing, you should probably remove your account and other personal information from the above post as this is NOT an official support forum.

First, you should go to support.live.com and click on Windows Live ID. Search for "forgot password" and click on "how can I reset my password?". At the bottom of the page there will be a link to "Get more help" which is a form for Live ID support. Using that form you can inform them of what's taken place and they may be able to at least lock the affected account until the issue can be resolved.

Other steps:

1) Run a full scan of any computers used with that account to check for malware and keyloggers, etc.
2) Think back about any public locations recently used. Have you clicked on links for or visited any suspicious web sites recently? Any Microsoft mailings the account owner may have responded to which requested the username and password?
3) Have any new applications been installed in the past few weeks?

The most frequent method of a complete stranger taking over an account is through spyware or phishing (search these terms for a more in-depth explanation).

Again this is NOT AN OFFICIAL SUPPORT FORUM (sorry about the caps; just trying to be clear).

Good luck,
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pgsvensk, Website Manager

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pgsvensk, Website Manager

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