Skype: Sorry we cannot process your sign in request further

Starting the PC and the browser I was asked whether my security settings were still ok, which I confirmed.

Then Skype went blank and came back with

Sorry we cannot process your sign in request further
Error

An internal error occurred.

What do I do?

W10, Firefox 58, I have no clue what Skype is called and what its specific environment is.

Thanks

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Hi,

For us to further assist you, we would like to confirm if your two-step verification is enable.

Also, for a better view, kindly provide to us a screenshot of the following:

  • error message when you tried to sign in using the new device. 
  • a successful sign in using a trusted or other device.

Kindly remove any personal information for your account privacy and security.

We look forward to your response.

 
Marites P

Skype Community Moderator

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Thanks for your assistance.

For us to further assist you, we would like to confirm if your two-step verification is enable.

I have no clue whether whatever this is is enabled.

I am just trying to enter my email and password, the way I have been doing this since Skype existed. I can't.

Also, for a better view, kindly provide to us a screenshot of the following:

error message when you tried to sign in using the new device. 

I copy/pasted the entire error message. It is not a "new device" at all, just that I am suddenly logged out and need to sign in again, which fails.

a successful sign in using a trusted or other device.

How can I provide a successful signing-in screenshot, if I am unable to sign in? I don't use other "devices". It's a PC.

And I don't use Skype when I don't trust the "device". This is my everyday PC and I use Skype on a daily basis.

It's just that the signing-in is broken. Even now when trying top reply it took me half an hour to get here. It says the e-mail is known or can't be looked up at the moment, so something you are doing you are doing wrong.

Thanks for any pointers which allow me to access my account.

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Thank you for your response.

Please be advised that two-step verification helps protect you by making it more difficult for someone else to sign in to your Microsoft account. It uses two different forms of identity: your password, and a contact method (also known as security info). It only kick in when you sign in using a non trusted device.

Also, regarding sign in issue kindly try to sign in to Skype using the Skype for Web.

Thank you!

Marites P

Skype Community Moderator

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Thanks for your reply.

two-step verification helps protect you

1. I don't know how to ascertain I have this.

2. My login process is entering my ID, which is an email address, a contact, and a password.

3. I am not using a different "device", whatever a device is. I am on my PC - as always. I have not changed anything, Skype has.

regarding sign in issue kindly try to sign in to Skype using the Skype for Web

As I have stated above, I don't know what all these different versions of Skype are, so "Skype for web" means nothing to me. I am using the web so all of Skype is on the web.

My problem is signing into Skype, so I am not sure how exactly I should sign in when that is my problem. I am looking for a solution when I am unable to use Skype and only get above error message.

Thanks

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Hi,

Thank you for your response.

I know how important this is to you. However, for us to further isolate the case we will be needing your cooperation.

The reason why we ask you to sign in to your account using Skype for Web; click here.  For us to check if this is a account specific issue or not.  

Also, to clarify do you install a Skype application on your device or you are using Skype through web?

We look forward to your response.

Marites P

Skype Community Moderator

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Hi,

Thanks for trying.

I think I now understand that what you call "Skype for Web" is probably the browser-based Skype, not a stand-alone programme.

Great, we are making progress.

That is exactly where the problem occurred. That is where I saw the error message. In "Skype for Web". I don't install any other version of a Skype application on my "device". I don't quite understand what you mean by Skype "through" web. The world wide web is the internet. Skype only works on the web, the internet. No web = no Skype. But maybe you are using the word web instead of the word browser, which would explain the confusion. But the browser is where I get the problem.

This is not the first time I get the message. The last time the problem went away after a week or so.

In general I have a problem logging on to Microsoft, as I am asked to provide an e-mail address and when I do I am told I can't log in because the e-mail already exists. Well I should hope so.

Thanks

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Thank you for your response.

Can you please try to clear cache browser and use a different browser when signing in to Skype. Also, to further isolate the case, can you please install a Skype application on your device and try to sign in and check if you will get the same behavior.

We look forward to your response.

Marites P

Skype Community Moderator

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Thanks for your suggestions.

The problem went away, just like the last couple of times. Without me doing anything.

It happens and then disappears again. Without warning.

I did try using different browsers and got the same error message.

Because Skype got really bad when it was bought by Microsoft, I no longer use the stand-alone application.

I use a different account with a laptop to make calls and there I use it for security reasons, but here I don't use the commercial calling functions.

So it seems nobody knows anything about the source of the strange behaviour I am experiencing from time to time and I simply need to live with it.

Thanks.

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Hello StopSp,

Please note that Skype for Web is no longer supported on Firefox, this is a possible reason why you're having an issue. Also, one of the possible factor as well is your internet connection. With that being said, please try using a different internet connection and make sure your browsers are up-to-date.

Update us on what will happen.

Thank you!

Julie_S1
Skype Community Moderator

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I can not log in to my account.

I put 10 dollars it says now:

          
Oops!
Sorry we cannot process your sign in request further
Error

An internal error occurred.

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Last updated September 21, 2020 Views 7,444 Applies to: