Surface laptop - requires password change but cannot remember original password

Question

My Microsoft surface requires a password change however I can’t remember the original password.

I was able to reset my Microsoft account password online but I still cannot login into my laptop surface.

When I try - it tells me I’m required to choose a new password but it keeps telling me the original password is wrong.

I seem to be going around in circles with no way of accessing my laptop.

Answer 1

Hello EgoldQJ,

Thank you so much for posting in Microsoft Community.

I appreciate you raising this concern to us, and I understand that you're having issues with your Surface. Based on the information you have provided, there is already a need to Reset your device. This will remove everything from the device.

To reset your Surface device through the lock screen, follow these steps:

1. Hold down the Shift key while selecting Power > Restart in the lower-right corner of the screen.
2. After your Surface restarts to the Choose an option screen, select Troubleshoot > Reset this PC.
3. Choose Remove Everything.

See this link for more: Restore or reset Surface for Windows - Microsoft Support

Please let me know how it goes and hope it helps!

Best regards,

Rolando S.

Answer 2

Hello EgoldQJ,

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question (microsoft.com)

Thank you for understanding.

Regards,

Rolando S.