Updated: March 25, 2023
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by Pavlo Mykytas
Tech Expert & Writer
1142 resolved issues
Verified Expert in:
Networks, Tablets, Computers, Windows issues

I have recently had my laptop returned from being repaired

However, I am unable to access windows as Microsoft will not accept my verification and emails are not currently being received in spite of the fact the message says (many times) an email has been sent.Thinking it was an ongoing machine issue I went back to JB-Hifi and they tried to help me. in the end it was decided the problem is a 'back of house Microsoft' issue and you would be able set me on the right track. That possibly you will give me a new code.

Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?

Customer Replay


Nice to meet you, *****!
What did you mean by "Microsoft will not accept my verification" exactly? Can you please clarify that for me?

Customer Replay

when signing into Microsoft account part of the verification process is to send me an email with a code but email does not go through. i have tried editing/changing aliases but not successful

Do you mean verification of your Microsoft account that you use to log in to your computer?

Customer Replay


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I see, thanks for clarifying that.
What did you mean by "editing/changing aliases"?

Customer Replay

Because it was not responding to the sign in I had used the first time I set up the computer with windows

I'm sorry, I didn't quite understand that.
What do you mean exactly?
You meant you tried using different accounts to log in to your computer or?

Customer Replay

Ok. So, yes

Are you sure you used the correct email address?
May I ask you to try recovering your Microsoft password again?

  1. Visit the Microsoft password recovery page: https://account.live.com/ResetPassword.aspx
  2. Enter the email address you used to create your Microsoft account and click Next.
  3. Select which option to send the verification code to a backup email address or phone number and click Next.

You can click on “Show more verification methods” if you have both a backup email and a phone number linked, but see only one of them.
If you no longer have access to any of the verification options shown, you won't be able to reset your password this way.

Customer Replay

Yes. the one I had was my admin one. which is *****@iinet.au. but the one I wanted was *****@iinet.com.au. So when I went to correct it, it would not allow me to do so, Itried other accounts as well such as my work one but would not accept that. hope this helps

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Okay, thanks.

Customer Replay

I will try your suggestion now. Question: Should it be the same as my home PC?

*****, your Microsoft account must end with Outlook.com, hotmail.com, live.com, or msn.com. These accounts are managed my Microsoft and are automatically considered Microsoft accounts.

Customer Replay

Yes I know thats why when I saw the nistake I tried to edit it. I was surprised the icorrect one was accepted at all.

So which email address have you typed in to recover your Microsoft account?

Customer Replay


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*****, are you sure that you've used this email with your laptop?

Customer Replay

I have just changed my password. The code came through on my email! Did you do something from your end? Now do I need to re-install my windows? The cover says 'Office Home & Business 2021. Then on my screen it asks if it is a default version or 32 or 64 bit? How do I find out? Please

  1. Select the Start button > Settings > System > About . Open About settings.
  2. Under Device specifications > System type, see if you're running a 32-bit or 64-bit version of Windows.

I didn't do anything, it seems to be a glitch on their side

Customer Replay

64 bit

That's your system type
You should install programs according to it

Customer Replay

Thank you so much. It all looks like it's going smoothly. You just helped an old lady avoid apoplexy!

Maybe you have any other questions?

Customer Replay

No not at tis stage but I am sure I will before too long. many thanks. I am just waiting until loading is complete.

I am so pleased to see your issue got resolved!

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