Cannot access Windows after entering Bitlocker key, need email password.

Question

Hello Windows Support.

I'm asking this question on behalf of my cousin.
We've tried to upgrade his laptop by adding an extra SSD harddrive. Windows did not like this and locked the original (boot) harddrive.
Found and entered the bitlocker key, succesfull. However the system keeps going into a loop of recovery mode and will not boot win 10.

Exhausted all options familiar to me, changed BIOS settings, went trhough all options that are accessible in the windows menu that bitlocker allows us in.
The options I want to use however, for example going back to a previous recovery point, entering CMD, reinstalling Windows while keeping files all require me to fill in his email password. The mailadres used is a Gmail account but it is connected with Microsoft.
We've tried every different password that he has saved in his password manager however windows keeps giving message password is incorrect.
Hooked up laptop to ethernet to try and make an active internet connection however there is also no visual indicator any active internet connection is being made.

I've currently exhausted all ideas I could think of and find through Chatgpt and on Microsoft.

Are there any more options I can try out?

***Move from Windows / Windows 10 / Windows update, recovery, and backup***

Answer 1

Update:
We've been able to extract the files by using an external m.2 ssd reader.
Entered bitlocker key and we're able to get in to the hard drive.

Ticket can be closed however I would suggest adding the tip to the help article as this one is not mentioned anywhere.

Answer 2

Hello Robbin O，

Thank you for updating us on the situation and for letting us know that you were able to extract the files using an external SSD reader. We apologize for any inconvenience this may have caused you. We appreciate your suggestion to add this tip to our help article, and we will forward it to the appropriate team for consideration. If you have any further questions or concerns, please do not hesitate to contact us again. Thank you for choosing Microsoft.

Best Regards,

Haijian Shan