Microsoft Store doesn't recognise my account

Question

I am looged in to Windows 11 (PC, fully updated system) with my business account. Microsoft websites recognise that. Installed apps recognise that. Microsoft Store app doesn't even acknowledge that my account exists. When I try to log in, I get "That Microsoft account doesn't exist. Enter a different account or get a new one.".

If I try to log-in using my fingertip (on an already logged-in laptop) I get "Something went wrong when trying to sign in with a passkey. Please try again.". Naturally, trying again yields the same result.

Answer 1

Hello Henrique Ferreira | VSI Group,

Following up on your issue, and reevaluating this scenario against current Windows 11 architecture confirms this behavior is not a bug, but completely by design. Following the official retirement of the Microsoft Store for Business, the native Store client no longer supports signing in with Work or School accounts. The application infrastructure is now strictly hardcoded to route all authentication requests through the consumer Microsoft Account identity provider, actively dropping any Entra ID tokens passed by the local authentication broker.

The definitive best practice here is adapting to the modern deployment model rather than attempting to troubleshoot or force an unsupported authentication flow. You simply cannot use your business account to sign into the consumer Microsoft Store. If you need to install standard public applications, you must authenticate using a personal Microsoft Account. This action isolates the licensing token to the Store itself and will not interfere with your primary Entra ID joined session or your Office 365 desktop activations. For corporate applications, your organization must provision software via the Intune Company Portal utilizing the Windows Package Manager integration. These enterprise management tools natively parse Entra ID authentication and bypass the consumer Store interface entirely. Should you find that you cannot even add a personal account, your IT administrator has likely enforced the BlockMicrosoftAccounts policy at the HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Policies\System registry path, meaning your device is locked down and you will be entirely reliant on the Company Portal for all software acquisition.

Hope this answer brought you some useful information. If it has, please consider accepting the answer so that other people sharing the same issue would benefit too. Thank you :)

VP

Answer 2

Hello Henrique Ferreira | VSI Group,

The Microsoft Store application is reliant on the consumer identity provider endpoint. When you input your Entra ID (formerly Azure AD) User Principal Name, the consumer directory correctly reports that the account does not exist because corporate identities are not synchronized to that specific authentication database. The subsequent passkey error occurs because the Web Account Manager token broker is attempting to pass a FIDO2 or Windows Hello for Business credential to the consumer authentication service, which immediately drops the request due to the unrecognized username payload.

To determine the most optimal solution, I need more detail regarding your objective. Are you attempting to download general consumer applications, or are you trying to acquire internal corporate software deployed by your organization? Since the retirement of the Microsoft Store for Business, downloading standard applications directly through the Store interface requires you to authenticate with a personal Microsoft Account. You can safely add a personal account within the Store app for licensing purposes without disrupting your primary Windows 11 Entra ID session or your Office 365 activation status. Conversely, if you require corporate software, your IT department must deploy those via the Windows Package Manager (winget) or the Intune Company Portal, as the native Store client no longer brokers Entra ID authentication for enterprise application acquisition.

If you are attempting to use a personal account and still face passkey or broker failures, your local identity cache may be corrupted, or your enterprise administrator has deployed the RequirePrivateStoreOnly policy via Intune or Registry. You can force a Web Account Manager token reset by closing all Office and Store applications, navigating to your local application data directory, and clearing the contents of the %LOCALAPPDATA%\Packages\Microsoft.AAD.BrokerPlugin_cw5n1h2txyewy folder, followed by a system reboot. If the Store remains completely unresponsive to consumer credentials after the broker reset, you must contact your local IT administrator to verify that consumer Store access has not been intentionally restricted at the device management level.

Hope you found something useful in the answer. If it helped you get more insight into the issue, please consider accepting it. Thank you and have a nice day!