Problems logging into computer profile

Question

I have an old laptop I haven't used in a few years because it has a broken screen. I recently connected it to a monitor so I can pull data off of it. My password to log in no longer works. I have tried the reset password function multiple times. I am able to log in to my microsoft account on my other computer with no problems, but no matter how many times I reset my password, my laptop tells me the password is wrong. How can I fix this?

Answer 1

Hello, thank you for reaching out to Microsoft Q&A.

Have you signed in with a local account or a Microsoft account on your old laptop?

If you have used a local (Admin) account on the device, your Microsoft account password does not work. Maybe you have a different password for the local account.

You can reset your password only if the device is connected to the internet through a network such as Ethernet or Wi‑Fi. Then, select 'I forgot my Password' and follow the prompts to reset your password.

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If you are having trouble resetting your password on the Sign in screen, try booting your PC in safe mode.

1. Start your device and wait for the Windows logo (or the manufacturer's logo) to appear
2. As soon as the Windows logo appears, press and hold the power button until the device shuts down
3. Turn your device on again and repeat step 2
4. Turn your device on a third time. Windows should display the Automatic Repair screen

Select Troubleshoot > Advanced options > Startup Settings > Restart.

Once the device reboots, in the Startup Settings screen, press F4 to boot your PC in safe mode.

Sign in with your local (Admin) or Microsoft account password.

See if you can sign in to safe mode.

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If you are still unable to sign in, it’s best to contact a local technician who can help you safely remove the hard disk from the laptop. You can then use a compatible cable or external enclosure to connect the hard disk to another PC and retrieve the data from it.

Answer 2

Because the laptop hasn’t been used for years, the Windows sign-in on that device is likely out of sync with the current Microsoft account password, or it may even be using a different/local account than expected. Use the following steps to regain access, starting with the least disruptive.

1. Confirm what type of account the laptop is using

• On the sign-in screen, check the username shown (bottom left).
• If it shows something like Local account or a name without an email address, it is a local account and not directly tied to the online Microsoft account password.
• If it shows an email address (for example, name@example.com), it is a Microsoft account, but the device may be offline or out of sync.

2. Make sure the laptop is online For Microsoft account passwords to work, the device often needs internet access.

• On the lock screen, select Network and connect to Wi‑Fi or Ethernet.
• Then try signing in again with the latest Microsoft account password.

If sign-in still fails, follow the official troubleshooting paths below.

3. Use Microsoft’s sign-in troubleshooting Work through the Windows sign-in guidance to match the exact symptom:

• If the issue is “password not accepted” or “can’t remember sign-in info,” use the article: Troubleshoot Problems Signing In to Windows. From there:
  • Use Change or reset your Windows password if it’s a local account.
  • Use Forgot your Microsoft account password if it’s a Microsoft account.

4. If it’s a Microsoft account and the password is correct If the same Microsoft account signs in fine on another PC but not on this laptop:

• Follow the Microsoft account guidance for when a correct password “stops working”: My username and password have stopped working.
  • Use Recover your account and complete the verification steps.
  • Ensure the correct email domain is used (for example, .com vs .co.uk).

5. If it’s a local account and the password is forgotten If the laptop is using a local account (no email address shown):

• If there is another administrator account on that laptop:
  1. Sign in with that admin account.
  2. Open Computer Management.
  3. Expand Local Users and Groups > Users.
  4. Right‑click the affected user > Set Password… and set a new password.
• If there is no other administrator account available, the supported option is to reset the device: see Change or reset your password in Windows (section “Change or reset a local account password from another account”). If no admin account exists, the article notes that the device must be reset, which will remove installed apps and data.

6. If sign-in errors persist

• Try restarting the device several times; sometimes this clears temporary sign-in issues.
• If necessary, start in Safe Mode and attempt to sign in there, as described in Troubleshoot Problems Signing In to Windows.

If none of the above works and there is no other admin account, the only supported recovery path is to reset the PC, which will allow access again but will not preserve locally stored data.

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References:

• Troubleshoot Problems Signing In to Windows
• Change or reset your password in Windows
• My username and password have stopped working