Cannot access any Microsoft product

Question

I purchased a new personal computer, and I am not able to access my Microsoft account for <Mod remove PII> @hotmail.com. It keeps asking for a passkey to be inserted in the USB port. I try to bypass that and use a password, and it sends an authorization to my Authorization App for the same email but never shows up. The Authorization App does not appear to be hooked up. I deleted the Authorization App and reloaded it, same thing. I need to access my One Drive to retrieve documents and spreadsheet I saved there. I tried to access One Drive with the old computer, now it is asking for the same this and will not allow me to access my information.

Answer 1

Hi, I understand how important it is to get back into your account and access your files.

The reason you’re seeing the prompt for a USB passkey is that your Microsoft account is set up with strong security using a physical key or passkey as the primary sign-in method.

When you try to use your password instead, it falls back to the Authenticator app, but since the app isn’t properly linked, the approval never comes through.

Let’s start by checking if you have any backup sign-in options like a phone number or alternate email, can you see an option that says “Sign in another way” when you try to log in?

If not, we’ll need to re-link the Authenticator app by signing in at http://account.microsoft.com/ and scanning the QR code.

If that still doesn’t work, the next step would be using the account recovery form with details like old passwords or linked services.

Do you remember if you ever saved a recovery code or added a backup email or phone number?

That will help us decide the quickest way forward.

Regards,
Aron

Answer 2

The QR code does not appear, asked to verify with pass key or through the Authenticator App