Licence not linked to Microsoft Account

I got my Mum a new PC to replace her current one as it's been having some hardware issues. I changed her from a local account login to using her outlook.com account and that's fine but it doesn't seem to have linked her licence with her MS account, as when I login with her outlook.com account on the new PC it's not activated. Selecting "Troubleshoot" returns "We weren't able to activate Windows on this devices" and clicking "I recently changed hardware on this device" returns "We can’t find any devices linked to your Microsoft account that can be used to reactivate the device that you’re using at the moment. Make sure that you’re signed in with the same Microsoft account that you linked to the Windows 10 digital licence on this device, or try again later. "

Her old PC was upgraded from Windows 8 to Windows 10 and it says "Windows is activated with a digital licence linked to your Microsoft Account". At https://account.microsoft.com it shows two devices, her old PC with Windows 10 Pro v1903 and her new one with Windows 10 Pro v1909 and neither say activated but maybe it's not meant to say that there?

So what do I need to do to get Windows on her new PC activated?

Why do you think a new pc would be linked to her MS account. Have you got a serial for the pc is it new or second hand?

Samuria said:

Why do you think a new pc would be linked to her MS account. Have you got a serial for the pc is it new or second hand?

The new PC is secondhand with a clean install of Windows 10 but as her Windows 10 licence is linked to her MS Account I understood that this allowed her to reactivate if she changed hardware. I'm logged in on the new PC with her MS Account rather than a local account.

By rights you should buy another copy as the licence is also tied to the pc getting a new pc isnt the same as getting an new hard drive

Samuria said:

By rights you should buy another copy as the licence is also tied to the pc getting a new pc isnt the same as getting an new hard drive

It doesn't say reactivation is limited to replacing the hard drive. It says replacing your motherboard, which is basically the entire PC, and she won't be using the old PC once I transfer her SSD and RAM across https://support.microsoft.com/en-gb/...ardware-change

Some people have go it activated so all you can do is try

Hi, thanks for the tip. The screenshot is attached and says Retail so it looks like it should be transferable.

To answer your other questions:
I'm signed in on both PC's using the same outlook.com account.
The new PC shows the error in the attached screenshot on the Activation screen, clicking Troubleshoot just returns "We weren't able to activate on this device" and "I recently changed hardware on this device" returns "We can’t find any devices linked to your Microsoft account that can be used to reactivate the device that you’re using at the moment."

The new PC had a fresh Windows 10 installed. I will be moving my Mum's SSD to the new PC once I've got Windows set up and working with her various programs on the HDD but as the hardware's all different I don't really want to restore an image from the old PC to the new one and would rather start with a fresh install, especially as she doesn't use many programs so it won't take long to set them up.

Do you think maybe the old PC needs to be disconnected from the Internet for a few days before it will let the new PC activate using the digital licence?

Those tutorials seem to apply to deactivating and reactivating a retail product key on a new PC, which isn't applicable here as my Mum has a digital licence. I imagine if I deactivate the licence on her old PC now it will just automatically reactivate as she's logged in using her outlook.com account, so maybe I'll have to wait until the new PC is set up and then call/message Microsoft to activate the licence.