Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
*****
Nice to meet you, *****!
Is it Windows laptop or Apple?
Windows
Got you.
Did you set up a PIN?
My old pin was *****
Do you have Microsoft account?
I use that pin for it
Got you
Do you have access to your laptop right now?
Yes
Ok, do the following steps:
On the sign-in screen click the Power icon at the bottom-right corner.
Ok I'm turning it on now
Then press and hold the Shift key and click Restart. This will boot your computer into Windows Recovery Environment.
Okay, take your time
What I see on screen is the bars for ip connection and the battery icon
Click Battery icon
I don't see restart
The Power icon at the bottom-right corner.
Ok
Do you see that?
Ok did that
It's restarting
Then press and hold the Shift key and click Restart
Ok
Nice!
This will boot your computer into Windows Recovery Environment.
Ok It's restarting
Let's wait a bit
Ok
Then you will see blue screen with options.
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?
I did yes
I held it down and pressed restart
Lets try again, we should go into Windows Recovery Environment
Ok I do it again
Thanks
No blur screen same as before
Got you
Do you click here?
And restart holding shift
Do want me to click on that and shift key
Yes
Before pressing restart, you should press and hold the shift key
Did you manage to get to the blue screen?
It'd restarting
Okay
The screen with the time and background keeps showing up no blue screen
Got you
Do you see, I forgot my PIN on the lock screen?
Yes
Click on it
What do you see?
It says enter password sign in
Do you remember your Microsoft account password?
It's same as password I forgot
Okey, than visit the Microsoft password recovery page: https://account.live.com/ResetPassword.aspx
Enter the email address you used to create your Microsoft account and click 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
Take your time
Keep me updated on your steps in recovery.
Ok
It worked
I am so pleased to see your issue got resolved!
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