Hi, and thank you for asking your question.
Do you see an EMAIL ADDRESS listed for your account, at the Windows logon screen? If so, could you let me know what's the email address?
Please reply back to me below. Thank you.
I see. In that case, will it be okay to carry out a system recovery which will restore the laptop back to factory defaults, allowing you to create and use a new account in the process?
Keep me posted.
Please let me know if a system recovery would be okay with you, and I'll provide you with the steps accordingly. Otherwise, we can try and reset the password ***** the current account as well. Either way would work; keep me posted.
I'm not getting any responses from you yet, so I'll have to leave now. Good bye.
I'm back now; thank you for responding. Now, at the logon screen, please press the power icon at the bottom-right first, and then HOLD down the Shift key (on your keyboard) and click "Restart" (while still holding down the key.)
Does a blue "Choose an option" screen come up this time?
Will close out this question now. Thanks.