I have just purchased a new Laptop but it won't recognise my Microsoft account

Chris Burgess 20 Reputation points
2025-09-14T16:46:23.1566667+00:00

I have just purchased a new HP laptop for my teenage daughter. In trying to set this up we reached the 'connect a Microsoft Account' , entered the email and code (as received) but we keep receiving a message 'Oops, something went wrong. We can't add your Microsoft account to this device right now but its okay etc' It then suggests we set up and sign in later but that doesn't work either and we are stuck in an endless loop. I have tried rebooting, different Microsoft accounts etc but we are stuck in an endless loop. HELP!!

Microsoft 365 and Office | Install, redeem, activate | For home | Android
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EmilyS726 264.6K Reputation points Independent Advisor
2025-09-14T17:21:35.3166667+00:00

Hello.

if your daughter is a minor you cannot use her account to set up as the very first user in a new computer. Have you tried logging in with your Microsoft account? It should be set up with the family organizer account first. Make sure your daughter is in your family group. Once setup go to settings > accounts > family. Scroll down and find her account and change to allow sign in. Restart after that and you will find her account listed to sign in.

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