I'm sorry about the issue. On a working computer, please do the following steps first:
1. Click on the website below:
2. Then there, select the option "I forgot my password", then click on Next at the bottom.
3. Then in the first box, enter the email address as shown on the problematic laptop.
4. Then in the second box, type in the characters as shown on the page.
5. Then click on Next at the bottom. Then follow the instructions there in order to reset your Microsoft account password
, then try it on the problematic laptop.
Please reply at the box below to continue. Thank you.