I cannot log in to my existing account on my computer

[robingee]

After resetting windows 10 I cannot log in to my existing paid account, instead I am offered a new basic account on  the reset computer.  My existing account still works on amother laptop and my mobile phone.

[Rich]

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@robingee wrote:

After resetting windows 10 I cannot log in to my existing paid account, instead I am offered a new basic account on  the reset computer.

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Are you sure you're signing in with the same email address? If you're getting a new Basic account, that would usually indicate that you're using a different email address, since each account must use a unique email.