Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?
Customer Reply
*****
Nice to meet you, *****!
Is it Windows laptop or Apple?
Is it Windows laptop or Apple?
Customer Reply
Windows
Got you.
Did you set up a PIN?
Did you set up a PIN?
Customer Reply
My old pin was *****
Do you have Microsoft account?
Customer Reply
I use that pin for it
Got you
Do you have access to your laptop right now?
Do you have access to your laptop right now?
Customer Reply
Yes
Ok, do the following steps:
On the sign-in screen click the Power icon at the bottom-right corner.
On the sign-in screen click the Power icon at the bottom-right corner.
Customer Reply
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
Okay, take your time
Customer Reply
What I see on screen is the bars for ip connection and the battery icon
Click Battery icon
Customer Reply
I don't see restart
The Power icon at the bottom-right corner.
Customer Reply
Ok
Do you see that?
Customer Reply
Ok did that
It's restarting
It's restarting
Then press and hold the Shift key and click Restart
Customer Reply
Ok
Nice!
This will boot your computer into Windows Recovery Environment.
This will boot your computer into Windows Recovery Environment.
Customer Reply
Ok It's restarting
Let's wait a bit
Customer Reply
Ok
Then you will see blue screen with options.
Customer Reply
The screen that came up has the time and battery icon
I didn't see a blue screen
I didn't see a blue screen
You should hold shift key before you click restars
Do you know where is SHIFT key?
Do you know where is SHIFT key?
Customer Reply
I did yes
I held it down and pressed restart
I held it down and pressed restart
Lets try again, we should go into Windows Recovery Environment
Customer Reply
Ok I do it again
Thanks
Customer Reply
No blur screen same as before
Got you
Do you click here?
And restart holding shift
Do you click here?
And restart holding shift
Customer Reply
Do want me to click on that and shift key
Yes
Customer Reply
Ok
Before pressing restart, you should press and hold the shift key
Customer Reply
Ok
Did you manage to get to the blue screen?
Customer Reply
It'd restarting
Okay
Customer Reply
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?
Do you see, I forgot my PIN on the lock screen?
Customer Reply
Yes
Click on it
Customer Reply
Ok
What do you see?
Customer Reply
It says enter password sign in
Do you remember your Microsoft account password?
Customer Reply
It's same as password I forgot
Okey, than visit the Microsoft password recovery page: https://account.live.com/ResetPassword.aspx
Customer Reply
Ok
Enter the email address you used to create your Microsoft account and click Next.
3. Select which option to send the verification code to a backup email address or phone number and click Next.
4. 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.
5. Select "Get code".
6. 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.
3. Select which option to send the verification code to a backup email address or phone number and click Next.
4. 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.
5. Select "Get code".
6. 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.
Customer Reply
Hold please
Take your time
Keep me updated on your steps in recovery.
Keep me updated on your steps in recovery.
Customer Reply
Ok
It worked
It worked
I am so pleased to see your issue got resolved!
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