Hi my name is ***** ***** I will be the expert working with you today to help and resolve the problem you have posted.
I am sorry to hear that you are having such trouble. I will try my best to help you out and resolve the problem as quick as possible.
is it windows 10?
yes i am and let me know are you logged in to a different computer?
we will have to reset your account password ***** login to the problem computer.
Click here and follow the forgot password ***** steps on your screen.
you would need another computer or a smart phone which has access to internet then you can reset it.
if you dont have access to 2nd computer let me know the windows login user name i can try resetting it at my end
Click on the link above and follow the password ***** steps.