Cannot access admin account to make any changes to the computer or download any apps.

Question

Cannot access admin account. set up my brand new computer and within the first login the admin account has no access. Factory reset my computer multiple times and created an account and then the account password will not work and i cannot access my admin account did this multiple times and the account will not work at all. cannot use my computer at all. also having severe issues with the authenticator app. microsoft has the worst customer service imaginable why cant i talk to a single person to get timely help for a simple issue. instead have to do a run around for hours to even get to type a question with hopes of getting a resolution in days. microsoft sucks as a company

Answer 1

Hi @Tim Nicoll,  

Welcome to Microsoft Q&A forum. 

I understand you are unable to access your admin account and are facing issues with the Authenticator app. Here are the recommended steps to regain control of your computer. 

1. Enable the built-in Administrator account via the Windows Recovery Environment.
   • On the sign-in screen, hold Shift and select Power > Restart.
   • Navigate to Troubleshoot > Advanced options > Command Prompt. Enter net user administrator /active:yes and restart the computer.
   • Log in to the Administrator account to manage users or create a local admin account. 
2. If the Authenticator app prevents a password reset, use alternative verification like SMS or email. If locked out, use the enabled Administrator account to create a Local Account to bypass Microsoft account requirements. 
3. For a clean installation:
   • Use a working computer to download the Windows Installation Media tool and create a bootable USB.
   • Boot the target computer from this USB, adjusting BIOS/UEFI settings if necessary.
   • Select Custom: Install Windows only (advanced), delete all partitions until the drive shows as Unallocated Space, and click Next. 

Regarding reaching out support, I recommend using the Microsoft support portal. This is the dedicated channel for direct support. 

1. Access the Microsoft support website. 
2. Describe your issue in the text box provided. 
3. Follow the screen-prompts to navigate to the specific service you need. 
4. Select the option to reach out to an agent via chat or phone. 

This process is designed to connect you with the appropriate technical team to resolve your account access and installation problems. 

Kindly update the outcome to let me further check if the problem persists.