After W11 install, device no longer showing on Microsoft Account

Question

Wiped W10 hdd. Installed W11. YES, system is activated.

When logging on to Microsoft Account, it fails to use my PIN. Only works with password.

When trying to register/add device to Microsoft Account gets MSG SerialNumber not found.

Answer 1

Thanks for the reply.

The problem logging onto Microsoft is probably a side effect of the faulty account/device link.

Yes, I am afraid right now Microsoft has not provided a solution for this issue :(

Answer 2

Hi Theo,

When trying to register/add device to Microsoft Account gets MSG SerialNumber not found.

This would not work since it works only with Surface devices.

Back to your issue,

We can try clearing TPM, which stores hashes for the PIN, hoping it works.

Please open the Windows Recovery environment using either of the steps below:

On the Lock Screen, Press and hold the Shift key. Then, click the restart button on the lock screen located at the bottom right situated in the Power menu, to open the Windows Recovery options.

If you cannot reach the Lock screen or start your computer, restart your PC two times when the boot screen is shown. If your PC has no restart button, press and hold the Power button until the computer shuts down. Do this twice.

Select UEFI Firmware Settings.

Choose Security>Look for Intel PTT/Security chip option in the firmware Settings.

Clear the same and save the changes.

Good luck!

I’m eager to hear back and work together to find a solution.

Answer 3

Windows 11 devices (except Surface when added by serial) are automatically associated with a Microsoft account when signing in to Windows with that Microsoft account. They are not manually “registered” by serial number like some other device types.

Key points for this scenario:

1. Device not showing / serial number not found
   • Only Microsoft Surface devices can have their serial number added manually. Other Windows 11 PCs cannot be registered by serial number.
   • For non‑Surface Windows 10/11 devices, the device appears under the Microsoft account automatically after signing in to Windows with that Microsoft account.
   • If trying to use the “Register device” flow and entering the PC’s serial number, “SerialNumber not found” is expected for non‑Surface devices.
   To have the device appear:
   • Sign in to Windows 11 with the Microsoft account (not a local account).
   • Allow up to 24 hours for the device to show under the devices list.
   • If the PC is managed/owned by an organization, it cannot be registered to a personal Microsoft account.
2. PIN vs password when signing in to the Microsoft account online
   • Web sign‑in to account.microsoft.com uses the account password (and possibly additional verification), not the Windows Hello PIN configured on the device. The PIN is only for signing in to Windows on that specific device.
   • This is expected behavior: the PIN will not work on the Microsoft Account website; use the account password instead.
3. Confirming activation and account linkage for Windows 11
   • To ensure the Windows 11 digital license is linked to the Microsoft account (useful after hardware changes):
     1. On the Windows 11 PC, go to Start > Settings > System > Activation.
     2. Check the activation status message:
        • “Windows is activated with a digital license linked to your Microsoft account” means the device is correctly linked.
        • “Windows is activated with a digital license” means the account is not yet linked.
     3. If not linked, add the Microsoft account under Settings > Accounts > Your info while signed in as an administrator.

If the device still does not appear after signing in with the Microsoft account and waiting up to 24 hours, and the PC is not organization‑managed, the device list can still be out of sync, but manual serial registration is not supported for non‑Surface Windows 11 PCs.

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References:

• Manage devices used with your Microsoft account
• Reactivate Windows after a hardware change
• Why can't I activate Windows?