My name is***** am sorry to hear that you are having this issue.
I will be glad to assist you with this.
Is this for your email or computer?
You can reply to me here by typing in the box below please.
okay, does an email address appear on the lock screen of the computer?
okay, does it only have the user?
okay, the only way to get back in is by doing a factory restore.
Is the windows computer version 8 or 10?
Turn off the computer.
Turn on the computer and repeatedly press the F11 key about once every second until the Choose and option screen is displayed, and then continue.
On the Choose an Option screen, click Troubleshoot.
Figure : Choose an option with Troubleshoot selected
On the Troubleshoot screen, click Recovery Manager.
Figure : Troubleshoot with Recovery Manager selected
Under Help, click System Recovery.
Figure : Help with System Recovery selected
When Recovery Manager prompts you to back up your files, select a backup option:
Depending on the version of Windows, the following screens might appear slightly different
The Welcome to HP Recovery Manager screen is displayed.
Do not disconnect the monitor, keyboard, mouse, or power cord.
Click Next to continue.
HP Recovery Manager prepares the computer for recovery.
This process can take as long as 30 to 45 minutes. Do not interrupt HP Recovery Manager during the recovery process.
When recovery preparation is complete, click Continue to proceed to the installation phase of the recovery process. The computer restarts several times during the recovery. This is normal. Do not close, shut down, or disconnect the computer while HP Recovery runs.
Recovery Manager reformats the Windows partition and reinstalls the original software.
After the system recovery is complete, click Finish to restart the computer. Complete the setup screens and wait until the computer finishes the setup.