Hi there! My name is***** am a computer professional with over 15 years of experience with both Mac and Windows. I'm sorry that you're having this issue. It would be my pleasure to help you resolve this. I see that you requested a phone call. I'll be happy to give you a call. Your Phone # ***** be displayed for me as soon as you accept the offer. If you'd rather give this a try yourself, I'd be happy to provide detailed information to hep you reset the password. Please advise.