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Richard
Richard, Software Engineer
Category: Email
Satisfied Customers: 73921
Experience:  Over 15 year experience in Email Systems and Programs
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Can not sign in on laptop, or sure, not, No

Customer Question

Can not sign in on laptop
JA: Are you logged into your email account on any other devices?
Customer: or sure
JA: Do you have security questions or a phone number on file to help reset your password?
Customer: not
JA: Anything else you want the Email Expert to know before I connect you?
Customer: No
Submitted: 17 days ago.
Category: Email
Expert:  Richard replied 17 days ago.

Thank you for your question. My name is ***** ***** I look forward to assisting you.
I’m sorry to hear you're having trouble with your account. I know that can be frustrating. Hopefully, we can get this resolved quickly.

Can you please use my link below to reset the password
https://account.live.com/password/reset
Once the password ***** ***** try to sign into the laptop.
Please let me know exactly what happens
Thank you

Customer: replied 17 days ago.
Are you thre
Customer: replied 17 days ago.
There
Expert:  Richard replied 17 days ago.

yes

Can you please use my link below to reset the password
https://account.live.com/password/reset
Once the password ***** ***** try to sign into the laptop.
Please let me know exactly what happens
Thank you

Customer: replied 17 days ago.
I can not re set
Customer: replied 17 days ago.
I need to talk to someone
Expert:  Richard replied 17 days ago.

which version of windows are you using?

Customer: replied 17 days ago.
10
Expert:  Richard replied 17 days ago.

ok, then there is no way to reset this online as you used an internal account, not an email address as the sign in.

In this situation you have to reinstall windows, there is no way to get around this. It will remove all your data and return the computer to new, but you cannot avoid this, it is the whole point of the security.

To do this, on the password ***** the SHIFT key on the keyboard and with it held down, click on the power icon on the screen then restart.

Keep shift held down until it has restarted and your at a menu.

Choose from this menu, Troubleshoot, then Reset My PC.

You will have to choose to remove all your files for this to work.

Let this complete and once it has, you will need to setup your computer again just like when you first received it.

Let me know please how you go.

Customer: replied 17 days ago.
They are trying to send me a 4digit number to a phone number I don’t have anymore
Expert:  Richard replied 17 days ago.

ok, then there is no way to reset this online as you used an internal account, not an email address as the sign in.

In this situation you have to reinstall windows, there is no way to get around this. It will remove all your data and return the computer to new, but you cannot avoid this, it is the whole point of the security.

To do this, on the password ***** the SHIFT key on the keyboard and with it held down, click on the power icon on the screen then restart.

Keep shift held down until it has restarted and your at a menu.

Choose from this menu, Troubleshoot, then Reset My PC.

You will have to choose to remove all your files for this to work.

Let this complete and once it has, you will need to setup your computer again just like when you first received it.

Let me know please how you go.