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Why cant't I unlock my Microsoft Surface Pro?

Anonymous
2024-08-16T21:15:19+00:00

I'm using the correct email and password I've always used. I tried resetting it on the Surface Password and pin but get an error. Now I've tried it too many times so I'm not able to reset the pin or password again on that device. So I changed the password on a different computer then try to login using the new password and it still doesn't work. I have factory reset it and it didn't work. Now I can't factory reset it again. Every time I try calling in to get some help I end up talking to a robot that isn't any help. I've also tried using a different email to see if anyone can sign in but still no luck.

Surface | Surface Pro | Safety and security

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  1. Anonymous
    2024-08-17T09:02:30+00:00

    Hi Cody,

    Welcome to Microsoft Community.

    I'm Hahn and I'm here to help you with your concern.

    I'm sorry to hear you're having such a tough time with your Surface Pro. Let's try a few steps to see if we can resolve this issue:

    1. Check Internet Connection: Ensure your Surface Pro is connected to the internet. Sometimes, changes made to your Microsoft account on another device need to sync.
    2. Reset your Surface:

    You can also get to the reset option by restarting your Surface from the sign-in screen. Here’s how:

    1. On your keyboard, press the Windows logo key  + L. If you need to, dismiss the lock screen.
    2. Hold the Shift key down while you select Power  > Restart in the lower-right corner of the screen.
    3. After your Surface restarts to the Choose an option screen, select Troubleshoot > Reset this PC.

    Create and use a USB recovery drive for your Surface to reset it to its factory condition. Creating and using a USB recovery drive for Surface - Microsoft Support

    I hope one of these steps helps you get back into your Surface Pro. If you need further assistance, feel free to ask!

    Your Sincerely

    Hahn. W - MSFT | Microsoft Community Support Specialist

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