Login info changed.

Question

I am unable to login to my account using my phone number on my laptop. I can't remember my PIN. When I try to reset my password, I am getting two email addresses I have never used or heard of to confirm my account and reset my pin. I'm not even given the option to reset using my phone number. This account was at some point changed to an administrator account, I'm almost sure not done by me, if I did do it, I don't recall doing so and I'm not sure why I would since it's my personal computer. This has become a problem when trying to do pretty much anything on my device, I get a pop-up confirming whether I want to let this app make changes to my device, to which the only option is no. I have asked for help and was told I need preform a clean installation or reinstall Windows. I don't want to lose everything on my computer and when trying to transfer files to flash drive I get that same alert, "do I want to let this app make changes to my device", only option is no. My phone number is attached to my current email, and has been for some time, when checking my account information. Why isn't the correct info coming up when I try to reset my laptop pin? Please help.

Answer 1

Hello, Ashley Smith8

Welcome to the Microsoft Community.

Thank you for your feedback. I have carefully read the information and description of your problem.

I understand that this problem is frustrating for you. At present, you can also try to enable the built-in administrator, then create a new local account, and then migrate the user profile of the old account to the new account. This may help you use the computer normally.

1. Turn on the computer, and when you see the manufacturer or Windows logo on the screen, press and hold the power button for 5-7 seconds to turn off the computer.
2. Press the power button again to turn on the computer.
3. When the computer turns on and you see the manufacturer or Windows logo again, press and hold the power button to force shut down the computer again.
4. Repeat the above steps two (2) more times and let Windows start.
5. Wait for Windows to prepare for automatic repair.
6. When the "Automatic Repair" screen appears, click Advanced options to start troubleshooting.
7. On the "Troubleshoot" screen, select "Advanced options". Select "Command Prompt"

Type the following command to enable the built-in administrator account:

net user administrator /active:yes

Restart the computer and log in with the enabled administrator account.

After logging in, transfer the user profile of the old account. The detailed steps are as follows. Please click the link below, scroll down to find "Repair damaged user profiles", and then follow the prompts to transfer the profile

Troubleshoot problems signing in to Windows - Microsoft Support

If all the above steps do not solve the problem, you may want to consider backing up your files through Notepad and then reinstalling Windows. I don't have any better methods to provide you. For the steps of Notepad backup, please refer to the link below (the original post content is in English, please use translation software to browse)

Rescue Files when Windows Won't Start - Microsoft Community

How to clean install Windows, you can refer to the link below

Reinstall Windows with the installation media - Microsoft Support

Windows 11 Clean Installation

Disclaimer: Let's try to perform a clean installation. If there is important data on the computer, we still recommend backing up in advance.

Wishing you and your family a Merry Christmas filled with joy and warmth!

Best regards

Brian - Microsoft Community Support Specialist