Hi there and welcome
Can you tell me please Samantha, which version of windows are you using?
ok, we need to be sure, how exactly does the sign in screen look?
ok, no problem.,
Above the password ***** is a username thats either your name or an email address.
Tell me what it is please.
thats the request for the password, but what is exactly above the password *****?
no email address?
ok, this means you cannot reset the password ***** as your using a local account.
The only way now to reset this is to wipe the computer and reinstall windows. This is going to remove all your data and return the computer to new, there is nothing you can do to avoid this sorry, it is the whole reason for the security and being a local account it cannot be reset.
To do the reset, on the sign in screen, then hold the LEFT shift key and with it held down, click on the power icon and click restart.
Keep shift held down until it has restarted and your at a menu.
choose Troubleshoot, then reset my PC
You have to choose to wipe all your files, let this complete and the computer is reset as new and you can set it all up again
Let me know please how you go.
ok.. let me know what happens when it finishes please
yes, its a local account it is why you need to do the reinstall.
yes thats ok, you just need to follow the instructions I gave you.
I repeated them again below
you will see the option there, can you repeat it and carefully look through the options and you will see reset my pc.
I can also call you and step you through this?
you will see it, it is on all windows 10 computers.
You start up with SHIFT + F8
then you choose Troubleshoot and there you will see reset my pc
Does it say Reset or Reset My PC?
what exactly happens when you try to select it?
whats the make and model of the computer?
ok, power off the computer, power it on and keep tapping F11 until you get to a menu.
Tell me when you are there and which options you have please.
ok, do this please and tell me what options you get.
You cannot choose Reset My PC?
What exact options are you now getting though?
It points to another issue on the computer
Can you connect a different mouse and try please?
ok, the fact you cannot click any of the options is pointing to a hardware issue and can explain why the password ***** not accepted.
At staples they can use a special USB stick to reinstall windows instead which will confirm if it is a hardware issue and bypasses this menu (but you need the USB stick for this)
If you would like any additional information or assistance, please do not hesitate to let me know.
And if you can take a second to rate my service by clicking one of the stars at the top of the screen then submit, that would be greatly appreciated.