Hi Penny, welcome and thank you for your question. My name is ***** ***** I am glad to assist you today.
I am very sorry about your issues. Are you using Windows 8 or 10? If yes, is the username in your laptop an email account? What is the email account so that I can check the recovery options?
Please let me know by replying to me here so that I can help you further.
Thank you for writing back with that information. Please give me a moment to check for your recovery options
I have checked for your recovery options and you only have one. Are you still able to access the email address ending with @glenrothes-y.co.uk? If yes, please tell me the username part, that is, the part before @glenrothes-y.co.uk.
Unfortunately, that is the only recovery mode for your account that we can recover it faster. Can you please tell me why are you no longer able to access it?
Ok, I understand. Recovery now will be crucial. Are you using a computer to chat with me now? If yes, have you used that computer to access the Hotmail account before?
Do you have other computers besides the laptop that is now locked?
Ok Penny. Since the recovery email (the work email) is no longer accessible, your next recovery option is to send the recovery form. Have you already tried that?
Oh, so are you saying that your previous password ***** ***** working but you are stuck on that screen? Can you please tell me the last password ***** used so that I can check from my end?
Ok, thank you for that information.
Now, let me walk you through the process of fixing this since I cannot remotely access your mobile phone to do it for you. Please do the following:
Keep me posted.
The procedures I gave you must be done on the phone. You tried to change the security information and thus it is asking for a code. So please try to access the hotmail account on your phone and follow the steps I gave you so that you will then be allowed to access it normally without the code. After being able to access it on the phone, you shall be able to login to your laptop.
If you are stuck after tapping the NEXT button in the screen that I described, you can also tap the "cancel this request" link on that same page.
That way, your Hotmail account will be restored to its original state and your laptop shall be able to authenticate without issues.
After being able to access the laptop, you can create a new Admin user account as an alternate account, then proceed to changing the security information of your Hotmail again. If you are locked out, you can use the alternate user account.
Please let me know your results so that I can assist you further.
If your laptop is still stuck in asking for a code even after doing the procedures on your phone, please restart the laptop and try signing in again.
Please restart the laptop then try signing in again to your account in the laptop and see if it will still look for the recovery key
You already restarted it? Can you please take a picture of your screen and attach it here when you reply?
No. Did you attach it here in the reply box? You can also upload it to http://filesXpress.com
I got it on the FilesXpress.com site. Give me a moment
Ok, on your phone, please go to this link using a web browser:
Now, did you see your bitlocker recovery key?
Please try accessing the page again:
Please tell me if the page that you are seeing there tells you something like "You don't have any BitLocker recovery keys in your Microsoft account."
I tried that link myself and here is my screen shot:
Unfortunately, I can only access remotely a computer. I can't access smartphones and Android or iOS tablets. If you have a Windows computer there, I can access it
Do you remember creating a BitLocker key before and saving it in a USB drive?
Unfortunately, in this case, the control on accessing the laptop is no longer on your Microsoft account, but on a BitLocker key that must have been stored on your Microsoft account, or on a USB drive.
Since you do not have the key, it will be impossible to access your laptop now even though the MS account is now accessible since the computer now requires the key.
This key was triggered due to several failed login attempts.
The only way to regain access to the laptop is by perform a factory reset. But please be warned, factory reset wipes all your data on the drive and then reinstall a fresh copy of Windows 10.
If you have a lot of personal files on the locked laptop, please have it recovered by some local techs there before performing the factory reset.
Here is the link about getting locked by BitLocker:
I know this is not the kind of answer that you wish to hear and I hate to be the bearer of this bad news. But it will be unprofessional of me and unfair to you if I will not give you the real state of your scenario.
At this point you placed a deposit and it is up to you if you want to give me credit for assisting you or not. Your deposit is refundable should you wish not to pay. But please do not rate me negatively (1 to 2 stars) as I have done everything to assist you and that the situation is no longer on our control.
Here is the link about refunding:
Thank you for using our service. If you need anything else, please let me know. I am still here to help.
Thank you for writing back.
In the BitLocker screen, look at the bottom part, click "Skip this drive"
If you skip all of the BitLocker-encrypted drives, you’ll see a list of advanced repair and startup options to choose from.
Click Repair and Restore, click Other repair options, and then click Factory Reset and follow the instructions.
But were you able to click on Factory Reset?
If yes, please do the following:
Ok please take your time