Password key and device

ONZU H 0 Reputation points
2026-09-19T22:38:42.66+00:00

******@gmail.com, This is the account I originally used, but I can't log in because I reset my computer. It says I need a password key and device. I hope my account can be restored to email verification login.

Outlook | Web | Outlook.com | Account management, security, and privacy
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  1. Jose Benjamin Solis Nolasco 12,691 Reputation points Volunteer Moderator
    2026-09-19T23:47:37.34+00:00

    Welcome to Microsoft Q&A,

    @ONZU H I hope you are doing well,

    If you reset your computer, the passkey may have been stored only on that device through Windows Hello. Microsoft notes that when you get a new or reset device, you may need to create a new passkey.

    If you still have access to the account's recovery email, try the following:

    1. On the Microsoft sign-in page, select Sign-in options or Other ways to sign in and check whether email verification is available.
    2. If you cannot access any alternative verification method, use Microsoft's Sign-in Helper or Account Recovery Form.
    3. If the account is successfully recovered, go to Security and add a new verification method/passkey for the new device.

    ·       Microsoft's account recovery process is here: Microsoftaccount recovery form

    ·       Microsoft also documents the available verification methods here: Microsoftaccount security info and verification codes

    Keep in mind that Microsoft Support cannot bypass the account's security verification or manually reset the security information.

    Reference:

    If this answer helped clarify the platform capabilities and save you troubleshooting time, please consider marking it as Accepted. This helps others in the community find similar solutions.

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  2. AI answer

    2026-09-19T22:38:58.8833333+00:00

    For a personal Microsoft account, sign-in cannot be switched back manually to email verification if the account is currently asking for a passkey, security key, trusted device, or another previously configured verification method.

    Use this recovery path:

    1. Start with the Sign-in Helper. It checks the account and guides the next recovery step.
    2. If the account offers Sign in another way, choose it and use any other verification method that was already set up.
    3. If the password is forgotten or no longer works, use Recover your account and enter the email address, phone number, or Skype name tied to the account.
    4. If recovery options are no longer accessible, complete the Account recovery form as accurately as possible.
    5. If Microsoft Authenticator was previously backed up, open Authenticator on the mobile device and use Restore from backup or Begin recovery before signing in. For personal accounts, if the account used passwordless sign-in, only the account name is restored and sign-in is required again.

    Important limits:

    • If two-step verification was turned on and none of the alternate verification methods are accessible, support agents cannot reset the account or change account details.
    • If the sign-in was blocked because of unusual activity, follow the on-screen prompt to receive a security code. Access may also work again from a trusted device or a usual location.
    • If the account still says the username cannot be found after recovery attempts, use the support contact option provided on that recovery page.
    AI-generated content may be incorrect. Read our transparency notes for more information.

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