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Help Windows Desktop

What should I do if my account is suspended, hacked, or compromised?

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

Skype takes your security seriously, and if we suspect that your details may have fallen into the wrong hands, we’ll temporarily suspend your account.

Reasons Skype suspends accounts

  • If it has been used in a way that suggests someone other than you might have taken control of it. This may involve markedly different usage of your Skype Credit or subscription.
  • If you are disputing a payment (also called a chargeback), we will assume that there is some problem with either your payment method or your account.
  • If there is a violation of Skype's Terms of Use.
Recovering your account

  • If you're unable to sign into your account, use the account recovery form to verify your identity. Then reset your password and sign into your account as normal. When we've received your details, we'll check everything over and contact you as soon as possible. If we’re unable to verify your identity, you may have to answer some additional questions; if this is the case, we will contact you via email.*

    If you were unable to complete the account recovery request, please contact our Customer Support team.
  • If you are able to sign into your account, but are unable to use paid services (Skype Credit, subscriptions, etc.), please contact our Customer Support team.

*Note: Emails from Skype might be directed into other folders in your email (for example, the Junk folder on Outlook, the "Social" folder on Gmail, or the "Bulk" folder on Yahoo! Mail). Please check these other folders if you're expecting an email from Skype and cannot see it your main inbox.

If you discover evidence of suspicious activity on your account, you should report this activity to Skype. We’ll take the appropriate steps to make sure further malicious activity is prevented, and you can secure your account.

Signs your account has been hacked

  • Unexpected payments leaving your account.
  • Inability to sign into Skype with a known password.
  • Unknown contacts or conversations appearing in your Contacts or Recent list.
  • Calls made from your account you don't recognize or didn't make.
  • Unexpected messages being sent from your account to known contacts.
  • Increased or reduced account balance (Skype Credit).
What to do if your account has been hacked

If you suspect your account has been compromised, please contact our Customer Support team immediately so we can secure the account for you, and determine what further action needs to be taken.

If you suspect that someone else has your Skype Name and password (or your Microsoft account information), you should do the following:

  1. Run your computer’s anti-virus security to remove any malicious software or viruses. 
  2. Change your Skype password or change your Microsoft password immediately.

In some cases, we may temporarily suspend your account to protect you from fraudulent activity. If this happens, the easiest way to recover your account is to submit an account recovery request online.

You can also contact our Customer Support team to help you resolve this issue. Before we can recover your account, we need to verify your identity.

Learn how to recover your suspended Skype account or a blocked Microsoft account.

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


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