Windows Pro upgrade does not accept valid Microsoft account

pwilliams_CSBT 1 Reputation point

Attempting to upgrade from Windows 11 Home to Windows 11 Pro requests a Microsoft account. Does same with Windows 10 upgrade. When a valid new or existing user account is entered, the validation error "That Microsoft account doesn't exist. enter a different account or get a new one." is presented. There is no way to proceed with the upgrade. All computers accept a recent purchased set had Pro installed. Every computer is configured with an M365 user account. Even the Windows 11 system has had the appropriate user account added as 'Work account'. This same account, nor any other account can be used for the Pro upgrade.

The organization is licensed with Microsoft 365 Business Standard since 2019. The domain is hosted by Microsoft and has a '' domain name.

How do I get past this to upgrade to Windows 11 Pro? What would prevent these accounts from being recognized as a 'Microsoft account'?

Windows 10
Windows 10
A Microsoft operating system that runs on personal computers and tablets.
10,774 questions
Windows 11
Windows 11
A Microsoft operating system designed for productivity, creativity, and ease of use.
8,381 questions
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2 answers

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  1. T. Kujala 8,706 Reputation points

    Hi @pwilliams_CSBT ,

    Have tried to perform the upgrade offline?

    Download the installation media and run it locally.

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  2. Limitless Technology 43,996 Reputation points

    Hello @pwilliams_CSBT

    I believe you could benefit from checking the information and solutions proposed in:

    All in all, to summarize:

    • Have the user to remove any personal accounts from the computer on the "Work or School accounts"
    • Ensure that the user is using the account logon information and not an alias. In some cases, the users will try to access using their public domain mask instead of the user idea (sometimes in the format user @ tenant domain)

    You can use also these additional resources:

    Visit Microsoft account website to verify your account.
    Ask for help from Microsoft account support here:

    Hope this helps with your query,

    --If the reply is helpful, please Upvote and Accept as answer--

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