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Hello Microsoft support,
i’ve recently come across an issue when booting up my PC the bit lock recovery screen. I understand I needed to visit a specific website aka.ms/my recovery key however, upon logging in to my account, no matter the device network or mobile data, browser, it will NOT allow me access to my account. The screen will go white and infinitely still as soon as I’m logged in. I’ve tried several different devices and at this point it just seems I’m locked out of my account. I’m unable to access my bit lock recovery key in my account. This is a nightmare and I have no idea what to do to get my PC working without the key which requires me being able to successfully get into the aka.ms site.
Is this where you looked? https://account.microsoft.com/devices/recoverykey
If your account is still locked, go here: https://support.microsoft.com/en-us/accounts-billing/manage/microsoft-account-has-been-locked Click on the Sign in button to go through the unlock process.
The bitlocker page can sometimes have issue like you described, and it is typically temporary server side related, but let's get your account unlocked first, so you can try again in case the link wasn't correct.
Hi Emily,
Thank you for your prompt answer. So even when logging into the link you provided me as soon as I login the page will redirect over and over infinitely staying on a white page. I’ve tried multiple different browsers and connections.
I see. So I think you do have the right link. This issue happened actually in July/August earlier this year too and it was server side.
But let's try these first, just in case -
Do it in browser incognito mode.
Go to https://account.live.com > Security > reset your password and give it a stronger password.
Then try the bitlocker key again. This trick seemed to work when this happened last time, for some users.
I actually had already just reset my password as I read online that that could possibly help the situation. So I’m having two situations happen when I login one is the infinite white page constantly redirecting and the other is when I do successfully login, it kicks me back to Microsoft’s homepage logged out.
regardless, I still tried the link you sent https://account.live.com/ and I cannot successfully login. The credentials are correct, I’m approving the login through my Authenticator app however it kicks me back to the home login screen not logged in after I’ve put in my credentials and approved login through my Authenticator app. (this was done in both regular browser and incognito)
Are you saying you cannot even sign in using https://account.live.com in incognito mode?
Yes, after logging it it kicks me to the homepage still logged out.
I am sorry, I cannot tell this is incognito mode? What browser do you use? Looks like a smart phone UI too. Do you have access to computer to try?
This is safari incognito mode on iPhone. I do have a laptop I can use. It was doing the same thing but let me see if anything is different with the newer links you’ve sent
yes, if you don't mind. This seems to be a different issue now.
I re-attempted login https://account.live.com/ on my laptop edge browser, Google Chrome, and it still kicks me to the home page logged out.
It seems I only get an infinite white screen when I’m trying to log in here >https://account.microsoft.com/devices/recoverykey other than that it’ll just kick me back to homepage not logged in
Thanks. And you said different network is doing the same, right?
Did you sign in here on this page to unlock your account? If so, did it go through ok? https://support.microsoft.com/en-us/accounts-billing/manage/microsoft-account-has-been-locked
Yes, I tried several different networks. I even tried to have a friend do it through his computer on an entirely different network and it still didn’t work.
So I just tried this link on my PC >https://support.microsoft.com/en-us/accounts-billing/manage/microsoft-account-has-been-locked this time the login is successfully here. However, what are the steps to unlock the account? If I’m logged, does that mean the account was unlocked?
Ok, if you can sign into the unlock link that's a good thing. Yes, it means your account is not locked now.
But the other issues are not right. I would suggest that you wait 24 hours, and then try again as I don't want your account to get locked again. This can be server side issue, hopefully temporary, or it can be due to the account was just locked and unlocked.
OK, I’ll definitely just give it the 24 hours so I don’t lose access to anything again. Worst case scenario I’m just probably going to reinstall windows. Do you happen to know if this will bypass the bitlock screen?
Clean install is the only way to bypass bitlocker.
If you set it up with school or work account, it is worth checking here as well https://aka.ms/aadrecoverykey sign in with your work/school email credential in that case.
