Unable to sign in to my surface go

Question

Hi,

I have a brand new surface go. I set it up with my phone number (+919xxxxxxxxx) and PIN. However my user name appears as 919xxxxxxxxx. All was well until I created a Microsoft account and linked in to my device. 

Now when I try to log in, it says "Your credentials could not be verified" followed by a message that says: "Something went won't and your pin isn't available (status: 0xc000006d, substatus0x0). Click to set up PIN again. 

When I click set up PIN, I am asked to enter the password associated with my phone number. When I enter the password correctly, it sends a 7 digit code via sms to my phone. When I enter the code, I get a message: "Incorrect user name or password". It then takes me back to the log in page.

I've tried changing my password in my Microsoft account but that didn't seem to make any difference. 

The only thing I can think of is that my user name on the device includes the country code of my phone number without the "+".

Any help would be appreciated. I have not been able to get help from Microsoft tech support because of the time difference.

Answer 1

We're sorry to learn if the same thing happens, JurateNair.

When you are at the Sign-in screen, do you see OTHER USER at the lower-left corner of the screen?

If you do, click it and enter your email/password of the Microsoft Account you created, instead of the phone number.

If you're still unable to sign-in, we suggest to do a reset on the device. 

At the sign-in screen:

1. On your keyboard, press the Windows logo key + L. If you need to, dismiss the lock screen.
2. Hold the Shift key down while you select Power > Restart in the lower-right corner of the screen.
3. After your Surface restarts to the Choose an option screen, select Troubleshoot**>**Reset this PC.

You can check this page to be guided as well: https://support.microsoft.com/en-us/help/4023533/

Once you've reset the device, you can start from scratch and make sure to enter your email and password for your Microsoft Account when setting up the device.

We hope this helps you out.

Regards,

Janette_Z

Answer 2

Hi, JurateNair!

Thanks for reaching out to Microsoft Community and posting your concerns. We are sorry to learn you have sign-in issues on your Surface Go. Thanks for taking the time to let us know about this and allowing us to help you out. Before you attempt to sign in to your device, please make sure to update your Microsoft Account information at https://account.microsoft.com Make sure to complete the details under Your info. Also go to Security to make your Security info verified. Once done, please try to force shutdown the device and restart.

1. Press and hold the power button until the screen turns off (about 10 seconds), then release the power button.
2. Press and release the power button to turn your Surface back on. You should see the Microsoft logo.

If that doesn't work, here's how to make sure your Surface turns off completely:

Press and hold down the power button until your Surface restarts and you see the Windows logo screen (about 20 seconds), then release the power button.

 Then sign in using the email you used to sign into the above website and its password to your Surface Go.

If this answers your question, please let our Community know by marking this post as an answer. Otherwise, don't hesitate to respond to this thread if there’s anything else that needs to be addressed. 

Kind regards,

Janette_Z

Answer 3

Hi Janette,

I tried the steps you suggested but it didn't work. My profile info is complete and my security info is verified. However, when I try to log in I don't get my email id as an option to sign in. The user name still shows 919xxxxxxxxx and the only sign in option I get is to use my PIN.

Like I explained before, when I enter my PIN it says credentials cannot be verified and it gives the following error message: 

"Your credentials could not be verified" followed by a message that says: "Something went wrong and your pin isn't available (status: 0xc000006d, substatus0x0). Click to set up PIN again."

I tried setting up the PIN again but had the same experience as I explained earlier.

One thing I want to point out is that when it asks me to verify my number, it shows the Country code as UK (+44) and number as 919xxxxxxxxx instead of Country code as India(+91) and number as 9xxxxxxxxx.

I feel as if the username on my Surface Go has been saved as +44919xxxxxxxxxx instead of +919xxxxxxxxx.

Please suggest how I can resolve this.

Regards,

Jurate

Answer 4

Hi Janette,

There were no other users set up, and so I had to opt for the resetting option. It worked. Thanks a lot.

Regards,

Jurate