Activation when changing hardware

Question

My PC is running Windows 10 Pro, which was acquired via a free upgrade from Windows 7 Pro. I don't recall whether that version was OEM or Retail, as I got it something like 11 years ago through my university at the time. It involved going on to a microsoft store, adding a product to a basket and checking out, but it was with an account registered to my uni email. I do not have the original product key or access to the student email account. This version has been activated with no problems for a while.

I recently upgraded my PC, swapping out the motherboard, among other things. As per https://support.microsoft.com/en-us/windows/reactivating-windows-10-after-a-hardware-change-2c0e962a-f04c-145b-6ead-fb3fc72b6665, I replaced my local user account with a microsoft account before installing the new hardware. Now, having switched over, my windows is not activated and will not activate. I have tried the Troubleshoot, which says it "Can't activate my copy of windows" and suggests I speak to my system administrator.

I contacted support by requesting a phone call. The first agent went through various steps including remote access of my computer and trying to sort it herself, but was unable to help. At one point she told me that upon change of hardware, the windows 10 license would revert back to a windows 7 one?

I was transferred to a second agent, who told me that the license transfer would not work if it was an OEM Windows 7 key, and also repeatedly told me that "thousands of people" call with my story and unless I could provide proof of purchase or the original W7 product key, he would not help, and my only option was to buy another copy.

The support page doesn't suggest that you can only transfer some sorts of license on a change of hardware. I had a fully activated copy of Windows 10, which I understood to be a license rather than a key. The support staff I spoke to contradicted each other and on occasion themselves, and the second agent repeatedly talked over me and all but accused me of lying, which I wasn't impressed by.

Is there any way I can resolve this? I have considered changing back to the old motherboard to see if that would re-activate, but if it didn't carry over the first time I'm not sure if anything would be different now. The first agent suggested that I may have failed to verify the microsoft account. I am fairly sure I did, and I have a verification code in an email from the day I changed the account type.

Is there anything I can do other buy an entirely new copy?

Answer 1

The only way I have been able to reach anyone at all is by opening the chat bot in-browser (didn't work in the 'get help' app) and typing 'live agent' in the chat; it tries to connect me to a live agent, fails, and then suggests either I arrange a call back by phone by entering my phone number or try posting here.

The call back worked but was far from perfect - arranging a call back didn't work at all in the app and didn't work most times in-browser. Eventually when I did manage to get to the option to put my number in, the first call went straight to voicemail without ringing. The second connected, but when I pressed the button to speak to someone I was on hold for about 3 seconds, then connected to a line with nobody on the other end. Every time I tried to arrange a call after that it just said "There was an error connecting you". I had to try again the next day to actually get through to somebody (and then they couldn't help), but I was at least transferred to another higher up agent, even if they were actually less helpful than the first.

Might be worth a shot if your issue is just getting through to someone, though I am in the UK, so the support options may be different to yours.

Answer 2

I'm having a very similar problem, the issue is when I call in that support number it's all automated and tells me to take my issue online.

I take my issue online and have to talk to a microsoft agent. These level 1 agents cannot help me with this and instead try transferring me to the team that can help me. The transfer never works. Over the past 2 months I've never had the transfer work, regardless of what time of day I call in. The support conversation went as follows:

"The office is closed now, you'll have to call back later"

What time are they open?

"From 9am to 9pm your local time"

It's 4pm where I am now. They should be open.

"Oh. Well, try again in 12 hours. They will be open then and you can get through"

Try again at 4am? You're asking me to call in at 4am my local time?

"Yes sir."

Thanks Pajeet.

I asked for a support number to contact, or what number to call at 4am. He gave me a number with an Australian country code that would have cost me $3/minute to call.

I've been through these calls and circles over 12 times. It's infuriating that I cannot contact anyone that knows what the **** is going on. Absolute scam. PC I built almost 10 years ago with a physical copy of Windows is now deactivated because I swapped from an intel chipset to AMD during the pandemic and don't have access to the product key anymore. The support is a joke.

At this point I might as well learn how to use linux or buy a mac.

Answer 3

As I said, if an Activation message says Administrator or Organization it means that it is still under the organization's control and you need to contact them. Some may help do this even for alumni or former students who purchased the software, but you have to ask them because they are the ones who activate it using their server if you get a message saying "organization."

If this is Home version then that is strange so I'd also contact Microsoft Support on weekdays by one of these phone numbers:

https://support.microsoft.com/en-us/help/405170...

You can also go here: https://support.microsoft.com/contactus Choose the link for Browser help, interact briefly with the robot about your exact problem. If you keep saying it didn't help it will connect you with an agent.

Then you will know for sure.

You may still be to get free Windows 10:

https://www.groovypost.com/howto/download-windo...

https://www.zdnet.com/article/heres-how-you-can...

https://www.reddit.com/r/buildapc/comments/6fdg...

Answer 4

Hi,

Thanks for the response.

DreamSpark sounds familiar - I am sure that was how I got the initial key, though I don't know if that has any bearing on things. From what I recall, I did not have to be connected to any local network to activate the initial W7 install. I think (though I have no way of knowing for sure) it was a full retail key. It was not a university-wide provision and was limited to my department.

Could you confirm whether the activation not carrying over is intended behaviour? I left university years before upgrading to W10, so there has never been any overlap between the two. Is it the case that if it was originally a W7 'Volume' key, upgrading to Windows 10 results in a License which can't then be transferred to new hardware?

If it is not intentional and this is a bug rather than a limitation of my license, would there be any benefit in changing back to the old hardware? Could support, for example, verify my activation status on the old hardware and apply it on new hardware under the same license?

I have since found what looks to be a Windows product key on an external hard drive. I can't guarantee was my original W7 key but think with any luck it might be. Will support be able to help with this? I assume I can't just put the W7 key into the W10 'change product key' option.

Answer 5

Hi T. I'm Greg, awarded MVP for eleven years, Volunteer Moderator, and Independent Advisor here to help you until this is resolved.

The message to contact your System Administrator means the underlying activation was a Volume License used by organizations, which is administered by them via an on-site Activation server. So in order to use the same key again you'd need to have it on hand, contact the University IT Help Desk to ask how you can renew the license after hardware change.

If you were issued a Product Key when you bought the license there's a chance that MS Support may manually activate it for you since what they look for in these cases is a Factory key embedded in the BIOS, or if none that applies, a retail key must be provided or they won't help. Your school key may pass the retail key validation even though a volume key, as this is sometimes reported by others who have DreamSpark or other discount or free keys sponsored by schools. So it is worth trying Support on weekdays by one of these phone numbers:

https://support.microsoft.com/en-us/help/405170...

You can also go here: https://support.microsoft.com/contactus choose the link for Browser help, interact briefly with the robot about your exact problem. If you keep saying it didn't help it will connect you with an agent, also on weekdays only.

Understand that tying the key to your MS Account is only a convenience so you can move it to new hardware if it's retail, or upgraded from old OS that's retail. You're still entitled to being able to move a retail key whether you do this or not - but unfortunately if it can't be done by the Troubleshooter we can no longer help you do it here as they've foreclosed phone activation and other ways we can help.

I hope this helps. Based on what you report back I can answer any questions and may have other steps to perform.

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