Phone Link not moving past this screen

Question

Phone Link not moving past this screen

HannahKremsdorf-0379 10

I'm trying to get Phone Link to work on my HP Envy x360 laptop, and it is stuck on the page that has the "Continue" button on the bottom right corner. Every time I click continue, it does nothing. It just highlights the "switch account" button underneath my email. I've tried resetting and repairing the app on my laptop, I've logged out and cleared data from the Link to Windows app on my phone. I have literally tried everything, and it still refuses to let me continue.

Moved from: Microsoft 365 and Office | Other

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2 answers

Answer 1

Kimberly Olaño 23,615

Thanks for sharing the details, HannahKremsdorf-0379!

Sometimes the Phone Link account binding gets corrupted in Windows’ hidden Account Broker & Web Account Manager cache. When this happens, the UI behaves exactly as you described:

Continue button does nothing

Switch account flashes but doesn’t change

Reset/repair of the app does NOT fix it

You need to clear these Windows system-level identity caches, not just the app.

First, stop all Phone Link background services

Press Ctrl + Shift + Esc → open Task Manager

End these tasks if present:

PhoneExperienceHost.exe
Phone Link
YourPhone.exe
wsappx (if it’s running and heavy)

Next, delete the “IdentityCache” folder

Press Win + R, paste this:

%LOCALAPPDATA%\Microsoft\PhoneExperienceHost

Delete the folder IdentityCache (or everything inside that folder).

This removes the corrupted Microsoft account handshake data.

Next, clear Windows Web Account Manager tokens

Press Win + R, paste:

%LOCALAPPDATA%\Microsoft\TokenBroker

Delete EVERYTHING inside:

Cache
Identity
TokenBroker subfolders

Don’t worry, these regenerate automatically.

Then restart Windows Account Sign-in Services

Press Win + R → type services.msc

Restart these services:

Web Account Manager
Microsoft Account Sign-in Assistant
Credential Manager

Lastly, fully restart your PC and open Phone Link again.

Best regards,

Kimberly

James PD 10 Reputation points

2026-01-06T01:29:48.7033333+00:00

I have the same problem and this did not help in my instance. Also I cannot switch account, I go through the process and it does not change the login account shown in the setup window.
Anubhav Saini 5 Reputation points

2026-08-21T14:26:33.8066667+00:00

bro mine showing this error to did you find the solutio n n
Debbie Lauro 5 Reputation points

2026-08-21T16:24:31.7133333+00:00

This started on my computer today as well. Did they do an update to the app and it broke it?
Ted Striker 0 Reputation points

2026-08-21T16:29:47.4066667+00:00

Same issue as OP, happened after a password change. Even removed Phonelink on PC via PowerShell and reinstalled and same issue. Also tried to add another account and although it adds, it still locks me to the main account and will not let me get past the Continue button.
JuliaMarvin 23,010 Reputation points Volunteer Moderator

2026-08-21T16:50:57.57+00:00

@Ted Striker
Please start your own thread/question.

Answer 2

If you're experiencing issues with the Phone Link app getting stuck on the "Continue" button, here are some troubleshooting steps you can try:

Check Internet Connection: Ensure that both your laptop and phone are connected to the internet. A weak or unstable connection can cause issues during the linking process.
Update Apps: Make sure that both the Phone Link app on your laptop and the Link to Windows app on your phone are updated to the latest versions. Sometimes, compatibility issues can arise from outdated software.
Reboot Devices: Restart both your laptop and your phone. This can help clear any temporary glitches that might be causing the issue.
Reinstall Apps: If resetting and repairing the app didn't work, try uninstalling and then reinstalling both the Phone Link app on your laptop and the Link to Windows app on your phone.
Check Permissions: Ensure that the Link to Windows app on your phone has the necessary permissions to access your phone's features. This can include notifications, contacts, and storage.
Try Another Account: If the "switch account" button is highlighted, consider logging out and trying to log in with a different Microsoft account to see if that resolves the issue.
Firewall/Antivirus Settings: Check if your firewall or antivirus settings on your laptop are blocking the Phone Link app. You may need to allow the app through your firewall.

If none of these steps work, you may want to consult the Phone Link FAQs or reach out to Microsoft support for further assistance.

References: