My sons account has been hijacked.

If the security code is being sent to an unknown address, the supported recovery path is to recover the Microsoft account or use the hacked-account flow.

1. Start with the hacked account recovery process. It guides by email address or phone number and can either provide self-help or offer the chance to talk to an agent.
2. Before changing the password, run a full malware scan on the PC used with the account:
   • Open Virus and threat protection
   • Select Scan options > Full scan > Scan now
3. After the scan, try to change or reset the password.
4. If sign-in works again, immediately review the account security:
   • Go to Security basics
   • Select Review activity and mark suspicious sign-ins as This wasn't me or Secure your account
   • Change the password again if needed
   • Check connected accounts, forwarding, and automatic replies
5. If the code cannot be received because the listed security info is no longer accessible, select I don't have any of these during sign-in and follow the prompts.
6. If the normal recovery form was already rejected for not having enough details, read the guidance for the recovery form and submit it again with as many accurate details as possible.
7. If the account is locked due to suspicious activity or Terms of Use review, sign in at https://account.microsoft.com. If Let's prove you're human does not appear, use the aka.ms/ link shown in the lock message to submit the reinstatement request. Do not submit multiple requests, because that can slow the response.

A full reset of the account is not described as a self-service option in the available guidance. If recovery and reinstatement fail, support agents also cannot send password reset links or change account details directly.

• How to recover a hacked or compromised Microsoft account | Microsoft Support
• What happens if there's an unusual sign-in to your account | Microsoft Support
• Troubleshoot Microsoft verification code issues | Microsoft Support
• Microsoft account has been locked | Microsoft Support