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Issue: I recently re-built my PC with a new motherboard and SSD, installed Windows 11 Pro and attempted activation of the digital license in my account. The activation has failed with: "We weren't able to activate Windows on this device". Clicking the option "I changed hardware on this device recently" does not show the old computer to transfer the license from.
The digital license was purchased directly from Microsoft for Windows 10 Pro, then that system was upgraded to Windows 11. From the order screen, I can see that the order was for Windows 10/11 Pro so that shouldn't be a problem. I can also see the new PC and the old PC listed in my account under devices.
I opened a case with Microsoft and they stated there is a "global issue" with activation and they might need to regenerate a key for me to use. Then they transferred me to another team. The second rep took some screenshots of the error and a screenshot of a receipt showing a new hardware purchase (that was a first for me) and said I would receive a call back. The call back was the third rep I spoke to, who said it's again a global issue and it might fix itself in a week, but they did not have any reliable timeframe and didn't provide a path for regular updates / follow up on this issue.
In the meantime, I have a legitimate license for Windows and PC I can't customize and the watermark on the screen that's getting in the way with my work and gaming.
My question here - can anyone shed some light on this "global issue", if it's actually a documented problem, and what / when the expected resolution is? Can I just call and get to some team that will just regenerate a key so I can be on my way? The solution provided by support (waiting an undetermined amount of time) isn't acceptable.
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
Microsoft account does not keep information about Windows license but only for Office licenses.
If that were true there wouldn't be a KB article dedicated to locating product keys for Windows 10. https://support.microsoft.com/en-us/account-billing/find-and-install-your-microsoft-downloads-from-microsoft-store-9ee788eb-280a-7d3e-fa8e-0418c71af495
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> Everything you said contradicts the conversation(s) I had with three different support reps from Microsoft.
Yes, this could be. Please not, this is TECHNICAL support not LEGAL. And technical support is provided by third-party company not Microsoft itself. So, their answers may be inaccurate unfortunately.
Please tell, how exactly did you buy a license, did you get a product key or not?
Retail version bought thru Microsoft Store is not transferrable unfortunately, this is stated during purchase but not evidently enough.
Microsoft account does not keep information about Windows license but only for Office licenses.
Hi,
A new motherboard will cause a Digital License to be invalid.. One license per machine, and a new motherboard is considered a new machine.. The license is linked to the Hardware ID of the motherboard..
If a Retail License, it can be transferred to a new machine once it is deactivated on the original.. Unfortunately I don't have a clue as to how that is done once the machine has been disassembled..
From what I've read, a retail digital license is tied to your microsoft account for a particular device (being digital, there's no key to enter, nor is there a key to deactivate). That's what I have.
The built-in method to activate after changing hardware is to use the troubleshooter and choose the option "I changed hardware on this device recently". That opens a page with the device(s) are linked to your microsoft account so you can choose the old device to be replaced with the new one, and subsequently activate the license.
The issue is, my old licensed PC does not appear in that list to switch the license from. I see a completely different PC in that list, (a laptop that is separately licensed via OEM) that has nothing to do with this system or my previous desktop. Presumably, I should see both my old PC there and I don't.
Support was very adamant that: 1) they see I have a retail licensed version and 2) they state there is a "global issue" causing activation problems for many people. If that's true, I am trying to find out more information since they couldn't give me a resolution on the phone at that time.
Hi,
My name is Igor, it's a pleasure for me to help others and I'll do all my best to help you.
First of all, digital license cannot be purchased. It is an activation method but not a license really.
Did you buy your license thru Microsoft Store? If yes, please note, licenses bought thru Microsoft Store are tied to hardware and cannot be transferred. This is Microsoft policy and Microsoft decision due to technology used for such licenses activation.
This limitation was stated during purchase procedure but not clear enough unfortunately.
You may try to contact Microsoft support for the activation, but chances are low unfortunately.
Sorry if I disappointed you.
Hi,
A new motherboard will cause a Digital License to be invalid.. One license per machine, and a new motherboard is considered a new machine.. The license is linked to the Hardware ID of the motherboard..
If a Retail License, it can be transferred to a new machine once it is deactivated on the original.. Unfortunately I don't have a clue as to how that is done once the machine has been disassembled..
