Credentials cannot be verified

Question

I recently changed the email for my 365 acct.now I cannot log into my windows laptop.

Answer 1

Hello KJ Fuhrmann.

Thanks for your reply.

It seems that you have tried reinstalling the system, but you are still encountering a PIN code issue.

Did you preserve the personal data when reinstalling? Generally, the PIN code is stored locally in a folder called "NGC."

If you perform a clean installation without preserving the data, you should not encounter this problem.

In general, the changes you make to your settings should not affect the existence of the PIN code. However, you can give it a try.

Some users have reported that after restarting the secure boot option, they were able to use the PIN code to log in to the system

without encountering the previous issue where the correct PIN was being recognized as incorrect.

If you wish to communicate directly with support personnel, you can visit the website mentioned and follow the steps provided to access online support.

Access this website and then enter your issue in the text box->Click get help->Click Contact support->Select Windows Account security->

Click Confirm.

Contact - Microsoft Support

Best Regards,

Tommy-MSFT | Microsoft Community Support Specialist

Answer 2

Tommy,

I tried adding an alias email but the machine wants the deleted email pin when it reboots. It will not accept any other alias.

The software will not enter safe mode. I have tried several options to accomplish this. It reverts back to the pin sign in every time.

I have reinstalled Windows from the machine directly and downloaded the software from the web. The machine restarts and immediately reverts to the pin login for the deleted email alias.

I do not have a reboot usb.

I can get to the setup utility for the machine. Can I change the boot up options from the utility menu to disable secure boot or reset the setup mode to factory settings?

Can I speak with you directly to solve this? The machine is inaccessible until I figure this out. Thx.

Answer 3

Hello KJ Fuhrmann.

Thanks for your reply.

If you are unable to verify the original account, you can try entering safe mode and see if you can log in with the original account

password there. Additionally, you can try adding an alias for the original email account to see if you can receive the verification email.

Add or remove an email alias in Outlook.com - Microsoft Support

Start your PC in safe mode in Windows - Microsoft Support

If you can access the safe mode please create a new local account and then run CMD as administrator and enter these two commands:

takeown /f C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\Ngc /r /d n

icacls C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\Ngc /grant administrators:f /t

After that reboot your computer and check whether you can use a password to access the old account if you can't please use the new local account.

Create a local user or administrator account in Windows - Microsoft Support

If none of these options work, it seems that the only option left may be to perform a Clean-installation of the system.

Please ensure that you backup any important data, including Documents, Pictures, Videos, and more. After that, you can find instructions on

how to install Windows 10/11 in the following article by MVP Andre:

 How to: Perform a Custom Installation of Windows 11 and Windows 10 - Microsoft Community 

If there is anything not clear, please do not hesitate to let me know.

Best Regards,

Tommy-MSFT | Microsoft Community Support Specialist

Answer 4

This is a personal account. The pin does not allow me to log in because the email linked to the pin has been changed. I no longer have access to the original email.

Answer 5

Hello KJ Fuhrmann.

Welcome to Microsoft Community.

Regarding to your information I assume that you can't log in your laptop after you change your 365 account email.

May I ask if your 365 account is a personal account or an enterprise subscription for Office 365?

Also, could you please provide more information about the error you encountered while logging in? Was it a password error or some other issue?

If there is anything not clear, please do not hesitate to let me know.

Best Regards,

Tommy-MSFT | Microsoft Community Support Specialist