New Computer

Question

I have a new computer and when I try to sign into microsoft account it says it doesn't exist

Answer 1

Hi, @Meg F

First, please double-check that you are entering the same email address you used for Microsoft 365 on your previous computer.

Also try signing in directly here: https://account.microsoft.com let me know how it goes.

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To help narrow down the issue:

1. What is the exact message you get when you try to sign in?
2. When prompted, did you choose "Personal account" or "Work or school account"?
3. Can you still sign in to the same Microsoft account or Office apps on your old computer?
4. Is the account using an Outlook/Hotmail address, or another email such as Gmail or Yahoo?

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Click "Add comment" to let me know.

Thanks!

Answer 2

If the new computer says the Microsoft account does not exist, use this check first:

1. Go to the Microsoft account sign-in page at Sign in and enter the same email address.
2. If the message says "We couldn't find an account with that username" or "That Microsoft account doesn't exist," check the spelling of the name and domain carefully.
3. If a password prompt appears, the email address is a Microsoft account.

If the account still is not found:

1. Use the Sign-in Helper. It checks the email address or phone number and guides the recovery steps.
2. If the username used to work but is not recognised anymore, follow My username has stopped working.
3. If the account has not been signed in to for more than two years, it may have been deleted and cannot be reopened.
4. If the issue is on a new Windows PC, also verify Settings > Time & Language > Date and time and turn on Set time automatically and Set time zone automatically, then install any pending Windows updates and restart.

If the PC is brand new and the Microsoft account still cannot be used during setup, one supported workaround is to finish setup with an existing Microsoft account or a local account, then add or switch to the new Microsoft account later.

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