Updated: March 14, 2023
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by Anton Khomyk
Tech Expert & Writer
993 resolved issues

My laptop is locked I don't remember password

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

Customer Replay

*****

Nice to meet you, *****!
Is it Windows laptop or Apple?

Customer Replay

Windows

image

Got you.
Did you set up a PIN?

Customer Replay

My old pin was *****

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Do you have Microsoft account?

Customer Replay

I use that pin for it

Got you
Do you have access to your laptop right now?

Customer Replay

Yes

Ok, do the following steps:
On the sign-in screen click the Power icon at the bottom-right corner.

Customer Replay

Ok I'm turning it on now

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Then press and hold the Shift key and click Restart. This will boot your computer into Windows Recovery Environment.
Okay, take your time

Customer Replay

What I see on screen is the bars for ip connection and the battery icon

Click Battery icon

Customer Replay

I don't see restart

The Power icon at the bottom-right corner.

Customer Replay

Ok

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Do you see that?

Customer Replay

Ok did that
It's restarting

Then press and hold the Shift key and click Restart

Customer Replay

Ok

Nice!
This will boot your computer into Windows Recovery Environment.

Customer Replay

Ok It's restarting

Let's wait a bit

Customer Replay

Ok

Then you will see blue screen with options.

Customer Replay

The screen that came up has the time and battery icon
I didn't see a blue screen

You should hold shift key before you click restars
Do you know where is SHIFT key?

Customer Replay

I did yes
I held it down and pressed restart

Lets try again, we should go into Windows Recovery Environment

Customer Replay

Ok I do it again

Customer Replay

No blur screen same as before

Got you
Do you click here?

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Customer Replay

And restart holding shift

Do want me to click on that and shift key

Customer Replay

Yes

Customer Replay

Before pressing restart, you should press and hold the shift key

Customer Replay

Did you manage to get to the blue screen?

It'd restarting

Customer Replay

Okay

The screen with the time and background keeps showing up no blue screen

Customer Replay

Got you
Do you see, I forgot my PIN on the lock screen?

Customer Replay

Click on it

Customer Replay

What do you see?

It says enter password sign in

Customer Replay

Do you remember your Microsoft account password?

It's same as password I forgot

Customer Replay

Okey, than visit the Microsoft password recovery page: https://account.live.com/ResetPassword.aspx

Customer Replay

Enter the email address you used to create your Microsoft account and click Next.

  1. Select which option to send the verification code to a backup email address or phone number and click Next.
  2. Depending on the contact method you chose, retype the first part of the email address or the last four digits of the phone number hinted at in the previous window.
  3. Select "Get code".
  4. Paste or type the code you received and select Next. On the next page, you will be offered to create a new password. Type your new password and select Next.


If you no longer have access to any of the verification options shown, you won't be able to reset your password this way.
Instead, visit the following page directly and fill out the form: https://account.live.com/acsr
This form is used as a last resort, with the required information varying depending on how the account was set up. After submitting the necessary information, you should receive a reply within 24 hours from Microsoft.

Hold please

Customer Replay

Take your time
Keep me updated on your steps in recovery.

Ok
It worked

Customer Replay

I am so pleased to see your issue got resolved!

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