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Help Windows Desktop

My Skype account has been suspended or hacked

If you believe your account has been suspended, taken over, or compromised (hacked), there are steps you can take to regain access to your account. If your account is suspended, we’ll usually email you to let you know. If your account has been hacked, you'll probably notice suspicious behavior and may not be able to sign in.

We will temporarily suspend your account if:

  • We notice unusual activity, for example markedly different usage of your Skype Credit or subscription, that suggests someone other than you might have taken control of it.

  • You are disputing a payment (also called a chargeback), since this indicates that there is a problem with either your payment method or your account.

  • There is a violation of Skype’s Terms of Use.

If you’re having trouble signing in to Skype, if you receive an email from us or see an error message in Skype saying that your account has been suspended or blocked, here’s what to do.

I can sign in to my account

If you can sign in to your account but you can’t use paid services (for example, you can’t make a call using Skype Credit or a subscription), contact our customer service team through live chat. To start a chat:

  1. Go to this support request page (you'll be asked for your sign-in details if you're not already signed in).
  2. Choose Account and password and Cannot access paid services, then click Next
  3. Select Text chat support to chat with our team. 

I can't sign into my account

If you’re not able to sign in to your account, go to the account recovery form to verify your identity.
When we've received your details, we'll check everything over and contact you as soon as possible. If we can’t verify your identity, you may have to answer some additional questions. If this is the case, we will contact you by email. *

If you’re unable to complete the account recovery request, please contact our Customer Service team.
If your Microsoft account has been suspended, you can sign in to unblock it.

*Emails from Skype might be directed into other folders (the Junk folder on Outlook, the Social folder on Gmail, or the Bulk folder on Yahoo! Mail). If you're expecting an email from Skype and haven’t received it, check these other folders.

If you think there is suspicious activity in your Skype account, you should report this to us. We’ll take the appropriate steps to help make sure further malicious activity is prevented, and help you secure your account.

Signs that your account has been hacked

  • Unexpected payments leaving your account. 

  • You're unable to sign in with a known password. 

  • Unknown contacts or conversations appearing in your Contacts or Recent list.

  • Calls from your account you don't recognize or didn't make. 

  • Unexpected messages being sent from your account to known contacts. 

  • Increased or reduced Skype Credit balance. 

If your account has been hacked

If you suspect your account has been compromised, or if you’re unable to sign in, you should:

  1. Run your computer’s anti-virus security to remove any malicious software or viruses.

  2. Reset your Skype password (if you’re signing in with a Skype account) or change your Microsoft password (if you’re signing in with a Microsoft account). Make sure you choose a strong, unique password. You’ll need to know your registered email address to reset your Skype password. If you don’t know or don’t have access to the email address you used to register your account, we can help.

If you can’t reset your password, you will need to contact our Customer Service team. We’ll need to verify your identity before we can recover your account.

To find out more about your online security, safety and privacy, visit our security center.

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