Hi there and welcome
Can you tell me please which version of windows is running on the laptop?
What is the message you get when you fail to sign onto the Laptop?
Click on my link below
Follow the steps to reset your password ***** when done use this new password ***** sign in.
I can also do these steps for you, and have made a request via Additional Services. This is optional, and if you choose to do this, I can, with your permission, remote into your computer while you watch and do all these steps (and deal with any problems that arise during them) for you. Or if you do not choose to take this service, we can continue here. This is no problem at all. Just let me know please.
else let me know the results please