If the laptop is showing the BitLocker recovery screen, the correct 48-digit recovery key is required to unlock it. Microsoft Support can’t retrieve, provide, or recreate a lost BitLocker recovery key.
Use this path:
- On the BitLocker recovery screen, note the first 8 digits of the recovery key ID.
- Recover the Microsoft account username first if the email address was forgotten.
- After finding the account, sign in to the BitLocker recovery key page and match the recovery key ID to the key shown there.
- Also check whether the device was set up by someone else, because the recovery key might be stored in that person’s Microsoft account.
- Check any printed copy, USB drive, or saved file where the recovery key may have been stored.
Important points:
- A BitLocker recovery key is a 48-digit number.
- If the account hasn’t been signed in to for more than two years, it may have been deleted and can no longer be reopened.
- If the recovery key can’t be found, the drive can’t be unlocked with another method.
If access to the device is regained and BitLocker keeps asking again because the PIN was forgotten, unlock the device with the recovery key, then in BitLocker Drive Encryption expand the drive, select Change PIN, and use Reset a forgotten PIN.