Login issues after update

Question

Login issues after update

Patrick 0

I have a PC that was just updated and unable to login to it.

When the s/w asks me to verify my identity with an email address it comes back with "that email address does not exist".

If I try to create a hotmail account the response is "that account already exists".

Any ideas????

Patrick

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2 answers

Your answer

Answer 1

Hi!

First, it is important to verify whether your account has been blocked. Using another device, such as a computer or mobile phone, go to https://account.microsoft.com/ and sign in with your email address. If you encounter an error, check if your account has been blocked by using the Sign-In Helper at the link below:

https://support.microsoft.com/en-us/account-billing/microsoft-account-sign-in-helper-7117cc8d-0d68-4658-b4fb-c4b7ee8a8e28

If everything is fine with your account, it is important to know a few details:

What is the exact message that appears on the screen when you are asked to verify your email?
Before the update, how did you sign in to Windows—using a PIN, a password, or facial recognition?
When was the last time you used this account?
Is there another user account on the PC, such as a local account or one belonging to another family member?

Answer 2

At the Windows 11 sign-in screen, select Sign-in options and try the existing PIN or password; if identity verification is still required, enter the recovery address indicated by the masked hint rather than trying to create that Hotmail address again.

On the lock screen, select Sign-in options.
Choose:
- PIN (keypad icon), or
- Password (key icon).
Enter the PIN previously used on this PC, or the password for the Microsoft account attached to it.

Windows 11 supports password, PIN, fingerprint, and facial-recognition sign-in where previously configured.^1^

If the password icon appears missing after a recent update, hover over the blank spaces under Sign-in options. A documented Windows 11 update issue can leave the password button invisible but still selectable.^2^

2. Identify what address the verification screen wants

The verification address and the Microsoft account username are not necessarily the same.

If the screen shows a masked address such as pa*****@example.com, enter the complete recovery address matching that hint.
If it says “Let’s protect your account” or “Help us secure your account”, it is asking for an alternate email address or phone number that can receive a code. It does not have to belong to the PC owner, but it must be accessible.^3^
Do not create another Hotmail account with the same address. “Already exists” means that address is unavailable for new registration; it does not establish that it is the correct recovery address.

3. Check the Microsoft account separately

From another phone or computer, use Microsoft’s Sign-in Helper and enter the address believed to be connected to the PC. Microsoft specifically directs users who receive “account doesn’t exist” to this tool.^4^

Before recovery, check the exact spelling and domain—for example, .com versus .co.uk. If the account has another alias or associated phone number, try that instead.^5^

If the account is recognized but normal verification fails, submit the Microsoft account recovery form. Results are sent to the working contact address supplied on the form, normally within 24 hours; unsuccessful requests may be retried up to twice daily. Microsoft support agents cannot manually change account details or send password-reset links.^6^

If Microsoft still reports that the username does not exist, do not reset or factory-reset the PC yet. First establish whether the Windows account is using a different email alias or is a local account, because a reset can erase local files.

References

Login issues after update

2 answers

1. Try the existing Windows sign-in method

2. Identify what address the verification screen wants

3. Check the Microsoft account separately

Your answer