Updated: April 05, 2023
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by Vitalii Yovko
Tech Expert & Writer
648 resolved issues

I updated my laptop and now I cannot get back in

It tells me I need to set up my pin again but I can't as I no longer have the email account. Can you help me log back in please

Hello, thank you for using Howly, my name is Vitalii. I’ll be happy to help you out! May I ask your name?

Customer Replay


Nice to meet you, *****!

Customer Replay

And you.

Can you tell me what happened to your email account, please?

Customer Replay

I did the updates on my laptop, a Dell. Now, the screen tells me something happened and my PIN isn't available. I have to set up my Pin again but i no longer use the original email account i used when i got the lap top.


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Did you lose access to your Microsoft account as well as your email account, *****?

Customer Replay

I have a hotmail account

Okay, got it
Hotmail is linked to your Microsoft account, so we're going to have to restore your access to that account. Can you tell me why you no longer use it, please?

Customer Replay

I use my hotmail account. I do not use the outlook account as I know neither the Pw or the correct email addressr
Last time this happened in feb it was a case of having to pressing some buttons

Hold on, so you have both a Hotmail, and an Outlook emails, and those are on different accounts, correct?

Customer Replay

I do not know what you mean. I have had a hotmail account since time began. When I bought my new Dell lap top 17 months ago, I had to use an Outlook account, which is different.

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Got it, and do you have the access to the Outlook email, right?

Customer Replay

I do not have any a cm
Any access to outlook account.

Okay, I see
Is your computer running Windows 10?

Customer Replay

Yes, I do not have windows 11

Please try those steps to skip the PIN creation in the latest Windows 10 version:

  1. Click "Set a PIN"
  2. Press back/Escape
  3. The system will ask you if you wanted to cancel the PIN creation process. Say yes and click "Do This Later".

Let me know if this works for you!

Customer Replay

Where is the escape/back button?

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Escape in the button in the top left corner of your keyboard. It's typically labeled as "Esc".

Customer Replay

Ok, so when I click set up my pin, it takes me to a page where I need to enter a password for the hotmail which I type in. Then I have to verify my I d as they will send a code to my outlook acc which I do not use.

Can try pressing Escape in that menu? Does it allow you to skip the setup of the PIN?

Customer Replay


Okay, got it
Can you disconnect your computer from the internet, then reboot it and try those steps I've outlined above again, please?

Customer Replay

Nothing is any different

Are you sure the computer was disconnected from the internet?

Customer Replay

Okay, so I have now restarted the machine, put the kettle on for a cup of tea and all is well. I am back into the lap top and on the bbc news. So thank you for your help.

I'm glad that the issue is resolved, *****!

Customer Replay

Worth every penny! I will learn these little tips! Thank you.

Is there anything else I can do for you today?

Customer Replay

That is fine, thank you.

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