Microsoft 365 and Office | Other
Miscellaneous topics that do not fit into specific categories.
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Can't create a new account. Same issues detailed above. I have tried all recommendations, and it is still not working.
Captcha (press and hold) does not work on either new device setup or on already set up laptop. Just says "please try again"
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Collin
5
Reputation points
The press and hold Captcha functionality does not work. I can't set up a new device because the press and hold Captcha doesn't work and I can't create a new outlook email account on a fully functioning laptop connected to the internet either for the same reason. The press and hold just says "please try again" for days on end.
Microsoft 365 and Office | Other
4 answers
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Stacy 0 Reputation points2026-02-16T01:09:09.54+00:00 I managed to make an account. It wasn't working when I installed Word on my macbook pro. So came here for a solution. In order to comment, I needed to make an account, do I did and was able to complete the button pressing here on the website.
I hope that helps.It is rather frustrating when trying to install something new and it doesn't work!
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Katerina-N 6,775 Reputation points Microsoft External Staff Moderator2026-02-09T22:25:57.7866667+00:00 Hello Collin,
Thank you for posting your question in the Microsoft Q&A forum!
I realize that you've encountered a problem with Captcha. I truly understand your confusion. Let me assist you further.
For me to provide the most accurate solution, would you please let me know few information about the situation you're experiencing:
1. What devices have you tried on?
(Example: Windows laptop, Android phone, iPhone, Mac, new Windows setup screen, etc.)
2. What networks have you tested?
- Home Wi‑Fi?
- Mobile hotspot?
- Work/office network?
- Public Wi‑Fi?
3. Are you using any of these?
- VPN
- Pi‑hole / AdGuard / NextDNS
- Antivirus with web protection (Bitdefender, Kaspersky, Malwarebytes, Norton)
- Router‑level ad‑blocker or parental filter
4. What exactly does the CAPTCHA do when you press and hold?
Pick one: A. No animation at all, instantly says “please try again” B. Animation starts but fails C. Animation completes but still says “please try again”
5. Are you trying to:
A. Create a new Outlook/Microsoft account B. Sign in to an existing account C. Set up a new device (Windows initial setup) D. Do something else (please specify)
I am looking forward for your respond. Thank you so much for your times.
Best Regard,
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Collin 5 Reputation points
2026-02-10T14:40:49.3733333+00:00 Thanks for the reply.
- Both are windows laptops
- work/office
- No VPN, and no security on the surface pro I was trying to set up. However, on the exiting work laptop I was trying to make a new outlook email account on, Cisco Umbrella is installed.
- Captcha goes through the entire animation, then shows 3 dots as if it's loading and then gives me the error message "please try again" on both devices
- I am trying to do A with an existing working laptop and C with a new surface pro but can't even get past the initial setup as it seems the option to do a light install is no longer a part of windows and I get stuck at the Captcha every time which has never happened before.
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Katerina-N 6,775 Reputation points Microsoft External Staff Moderator
2026-02-13T00:34:18.1966667+00:00 Hello Collin,
Thank you for your response and for sharing more details. I’m sorry for the inconvenience you’re experiencing. I understand how frustrating this situation can be.
Please note that other users are currently facing the same issue. You can find a related discussion here: https://learn.microsoft.com/en-us/answers/questions/5759186/how-to-fix-human-verification-(press-and-hold-butt?page=1&orderby=Helpful&comment=answer-12567189&translated=false#newest-answer-comment)
In this case, I recommend submitting feedback through the Microsoft Feedback Hub so Microsoft agents can formally acknowledge that this issue is happening at the moment. This may help provide updates or a fix in the future.
For instructions on how to submit feedback, please refer to this link: https://support.microsoft.com/en-us/windows/send-feedback-to-microsoft-with-the-feedback-hub-app-f59187f8-8739-22d6-ba93-f66612949332
I suggest you contact Microsoft support for the best assistance:
- Visit this site: Contact – Microsoft Support
- Type your issue in the box Example:
- “Word printing margins wrong”
- “Microsoft account verification loop”
- “Cannot create account”
- Then click Get Help.
- Scroll down choose contact support
- You can now choose the Chat with a support agent option in your web browser.
Please note that the chat support team only works during certain working hours. Therefore, if the last window indicates that you are unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.
Kindly wait and check again later for any updates. Thank you very much for your time. Have a nice day!
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