Cant log to my account in new computer

Question

Cant log to my account in new computer

Patrick Bélanger 0

I have built a new computer lately and added a Windows 11 Pro license to it.

When trying to log to my account that I use since decades, it wont work. So I was forced to use a gmail account to at least be able to get into the system. I even tried to log to xbox account, and it is giving the same issue.

Normally, when I connect, I have quite a lot of possibilities (password, phone, authenticator...) But on that system, I am always just offered to connect via a physical key (that I dont have) or with iphone, ipad or Android. I am using my android phone since it has the authenticator on it that normally allows the connection. Then I am getting a QR code. I have tried to scan the QR code from camera and also from Qr code link in the authenticator. It is never working, either it is bringing me back to the initial login screen or responding that it is not possible.

What can I do now? I have all my office and xbox apps that I am payiong a subscription that cant be used anymore on that device.

Note that the account is not compromised or blocked in any way. I was able to log via the website, and it is still working on my laptop.

Thanks for the help

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2 answers

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Answer 1

Michael Alan Stuart 1

Microsoft is a bug ridden crap, there crap never just works, always so s hellish work around and inferior user experience - go away , be gone .

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Answer 2

Emma1-N 13,430 Microsoft External Staff Moderator

Welcome Patrick Bélanger,

Thank you for reaching out to Microsoft Q&A forum. I understand how frustrating it is to be unable to sign in to your new laptop and end up stuck on the sign-in screen.

To speed up the resolution, please confirm the following:

What type of account you are trying to log in? (Microsoft account or local account)
On account.microsoft.com > Security, have you ever enabled “Passwordless account” or removed your password (“Remove password”)?
In the Microsoft Authenticator app on your phone, is the account added as “Microsoft account (Personal)” or “Work or school”?
Are you try to use your another account to access your new laptop?

Besides, you can try the workaround steps below to troubleshoot the issue:

Option 1: Remove Stored Identities

From login screen, hold Shift and click Power > Restart
Navigate to Troubleshoot > Advanced options > Startup Settings > Restart
After restart, press 4 or F4 for Safe Mode
Once loaded, press Win+R, type regedit, and follow the steps: Navigate to HKEY_USERS.DEFAULT\Software\Microsoft\IdentityCRL\StoredIdentities, export the key (right-click > Export), delete the subkey for your Microsoft email, then restart normally

Option 2: Reset Authenticator Pairing

On your Android with Authenticator: open Microsoft Authenticator app > Accounts > your Microsoft account > Remove account
In account.microsoft.com/security, add a new authentication method (e.g., phone number temporarily)
On PC, use password + new phone code during sign-in attempt

Option 3: Switch Networks

Try a different Wi-Fi/mobile hotspot; some ISPs trigger stricter checks on new devices.

Please understand that my initial reply may not always immediately resolve the issue. However, with your help and more detailed information, we can work together to find a solution.

P.S: If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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Patrick Bélanger 0 Reputation points

2026-02-03T22:38:24.6533333+00:00
Hello,

What type of account you are trying to log in? (Microsoft account or local account) : I am using a Microsoft account

On account.microsoft.com > Security, have you ever enabled “Passwordless account” or removed your password (“Remove password”)? : I dont believe I have ever used Passwordless account. And no, I have not removed my password on that account.

In the Microsoft Authenticator app on your phone, is the account added as “Microsoft account (Personal)” or “Work or school”? : I am quite sure it is a Personnal Microsoft account, I dont know how to validate this, it is not written in the app.

Are you try to use your another account to access your new laptop? What do you call my "another account"? I dont want to log out from the main account on my laptop to test, in case I get at the same point as on my desktop.

I will try some of the things you mentionned, most of them I already checked but it is worth a second try. Note that I have ordered a physical "FIDO" key to try also.
Emma1-N 13,430 Reputation points Microsoft External Staff Moderator

2026-02-04T07:15:55.0833333+00:00
Hello Patrick Bélanger,

Thank you for getting back to me.

Could you please let us know which operating system version your phone is currently using?

For issues related to the Authenticator app:

If you are using iOS, the version must be 16 or later.

If you are using Android, the version must be 15 or later.

I would also appreciate it if you could update me after you have tried the solutions I suggested above and after you have tested using the physical FIDO key.
Emma1-N 13,430 Reputation points Microsoft External Staff Moderator

2026-02-05T06:45:40.6933333+00:00

Hello Patrick Bélanger,

Is there any update from you? If yes, please feel free to let me know.
Patrick Bélanger 0 Reputation points

2026-02-05T12:48:16.1+00:00

Hello,

There is some good news. I received the fido key and set it for that machine (luckily I was able to log to my microsoft account on the web) It worked, I was able to log to the system using that key, same to log to my xbox account on that system as well. So I will not check in other actions as it is now working.

I would maybe have a last question. The root cause of the issue was that Windows activation was not letting me the option to log using the ways I have in my account (Authenticator or password). Do you know if there is some scenario where windows will do this and only let some strict options to log in?
Emma1-N 13,430 Reputation points Microsoft External Staff Moderator

2026-02-06T07:31:40.3866667+00:00
Hello Patrick Bélanger,

Glad to hear the issue was resolved after enabling FIDO/Passkey priority

Passkey priority: Enabled in your Microsoft account settings (check at account.microsoft.com/security > Passkeys), Windows 11 defaults to QR/security key prompts on fresh installs

Bluetooth/ proximity requirements: QR for Android/iPhone fails without enabled Bluetooth or devices in range.

Browser/Edge integration: it routes through system prompts, ignoring other methods temporarily.