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Unable to verify identity in account so I can make changes to account settings

Tyler Wagner 0 Reputation points
2026-06-16T00:59:55.8466667+00:00

I'm getting an alert that I need to verify my identity (which I think I need to resolve before I can change my account from administrator to standard user), but when I try it gives me a message saying 'an illegal state change was requested'. I think I might have a duplicate account with the same email/login but I am not sure. How can I find out what is the problem and fix it?

Windows for home | Windows 11 | Accounts, profiles, and login
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  1. Francisco Montilla 30,650 Reputation points Independent Advisor
    2026-06-16T03:50:49.6033333+00:00

    Hello,

    Since you suspect you might have a duplicate account or conflicting login details, you are on the right track. That is usually what triggers the illegal state change was requested error during identity verification. Before we go deleting anything, I need you to check a couple of spots to see what Windows is seeing.

    First, open your Settings app and click on Accounts. Look inside the section called Email & accounts and tell me if you see your email listed more than once, or if you spot any old accounts you no longer use. Also, check the Access work or school section just in case your email is tied to an organization domain there.

    Next, open your Start menu and type Credential Manager. Open the tool and select Windows Credentials. Scroll down to the Generic Credentials section and see if there are multiple entries starting with MicrosoftAccount:user followed by your email address.

    Let me know what you find in those specific areas. Once we know what ghost accounts or tokens are lingering, we can target them properly.

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  2. AI answer

    2026-06-16T01:00:14.66+00:00

    The error indicates a problem with identity verification or the configured security info on the account. To fix it and regain the ability to change account settings, follow these steps depending on what still works for the account.

    1. If the password still works and at least one security method is available
    • Sign in to the Advanced security options page for the work/school or Microsoft account using a browser: use the existing password.
    • Select Add a new way to sign in or verify and add a new phone number, email, or other verification method.
    • When prompted, enter the code sent to the new method to confirm it.
    • After the new method is confirmed, remove any outdated or inaccessible security info (old phone, old email) from the list.
    • Then try the identity verification again and change the account type from administrator to standard.
    1. If the password works but all existing security info is inaccessible
    • Start sign-in to the account as usual.
    • At the Verify your identity prompt, choose I don't have any of these.
    • Follow the prompts to replace the security info on the account.
    • After completing the process, the account will be restricted for 30 days before normal sign-in and changes are allowed. During this period, if any old security method becomes available again and is used, the pending change is canceled.
    1. If the password is forgotten and security info cannot be used
    • Use the Microsoft account recovery form to prove ownership of the account and regain access. Provide as much accurate information as possible about the account and recent usage.
    1. If verification codes are not arriving
    • Try the verification or password reset steps in a private/incognito browser session or a different browser.
    • If possible, try from a different network (for example, mobile hotspot instead of home Wi‑Fi).
    • If codes still do not arrive or the page does not show a field to enter them, complete the account recovery form and/or contact Microsoft Support using a different account to assist with the recovery process.

    Once identity verification and security info are corrected, the account should allow changes such as switching from administrator to standard user without the “illegal state change” error.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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