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You must then use the “I forgot my password” or other account recovery options offered by the service.
Someone somewhere has gained access to their account and is using it to send spam.
They could be on the other side of the planet, far from you and your computer (and often, they are).
This is perhaps the scariest and most time consuming aspect of account recovery.
Fortunately, it’s not common, but the risks are high, so understanding this is important.
For free email accounts, there usually is customer service.
Your options are generally limited to self-service recovery forms, knowledge base articles, and official discussion forums where service representatives may (or may not) participate.
For paid accounts, there are typically additional customer service options that are more likely to be able to help.