unable to log in to my hotmail account on my laptop

 Hello Donna Mulligan,

Thank you for posting to the Microsoft Q&A forum. I understand how frustrating it is to be stuck in a confusing loop where your computer is demanding a passkey and a QR code that your phone simply cannot provide. 

This looping behavior usually happens if the security link between your device and your Microsoft account gets broken. This often occurs if you recently got a new phone, deleted the Microsoft Authenticator app, or cleared your saved Passkeys from your device's built-in credential manager. 

To bypass this screen and fix the broken link, please follow these steps: 

Step 1: Look for the Other Ways to Sign In or Sign in another way link on the login prompt.  

If you do not see this option, you will need to force a fresh login session: 

1. Open an Incognito or InPrivate window. (If you are using Google Chrome or Microsoft Edge, press Ctrl + Shift + Non your keyboard, or Cmd + Shift + N on a Mac). 
2. Go to account.microsoft.com. 
3. This fresh session should bring back the "Sign in another way" option, allowing you to get back into your account using your standard password or an SMS code. 

Step 2: Update Your Sign-In Methods Once you are back into your account, you need to clear out the old data and set up your new device so you do not get stuck in this loop again. 

1. Go to your Microsoft Account Security Dashboard at account.microsoft.com/security. 
2. Click on Manage how I sign in. 
3. Under the "Ways to prove who you are" section, locate and remove the old Passkey or Authenticator app entry that is no longer working. 
4. On that same page, select Add a new way to sign in or verify. 
5. Follow the prompts to set up your phone again, either by creating a new Passkey or linking the Microsoft Authenticator app. 

I hope my explanation clarifies this behavior and the recommendations help you break out of the loop. Please feel free to reply if you need further assistance!  

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