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Account.live.com is where I am being directed to because I…

Account.live.com is where I...

Account.live.com is where I am being directed to because I can't remember my password ***** this device

Technician's Assistant: What device or product does this involve?

HP Pavilion Laptop

Technician's Assistant: What Operating System (OS) are you running on your Pavilion?

Windows 10, I think

Technician's Assistant: What have you tried so far with your Pavilion? Have you installed any updates recently?

Yes it loaded automatically when I started up the computer

Technician's Assistant: Anything else you want the Computer Expert to know before I connect you?

No, just want to log in

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Answered in 7 minutes by:
3/11/2018
Byron
Byron, Computer Support Specialist
Category: Computer
Satisfied Customers: 3,399
Experience: CCNA, A+, MCSE with over 12 years experience.
Verified

Hi. My name is***** you for your question and the opportunity to assist.

Can you tell me the email address used for your Microsoft account to log in to your computer?

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Customer reply replied 5 months ago
I use Chrome. I don't have an email at IE

Is it your hp laptop that your are unable to log in to?

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Customer reply replied 5 months ago
No, thank you. Just help me with the password

Certainly.

Please do this: Hold down the power button on the laptop for 4- 5 seconds until you hear it shut down.

After a few seconds turn it back on.

When you get to the login screen (don't log in yet)

Tell me the email address that appears in small print below your user name.

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Customer reply replied 5 months ago
I don't see any e-mail below my user name

Thank you. After you entered the incorrect password ***** the laptop did the screen then tell you to go to account.live ?

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Customer reply replied 5 months ago
No thank you. I can't access that computer because I can't log in to it

I know that. I"m trying to help you with that.

After you entered the incorrect password ***** the laptop did the screen then tell you to go to account.live ?

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Customer reply replied 5 months ago
the screen told me to access account.live.com

Thank you. I need to know the email address the laptop is using to log you in.

Here's how to get it:

Start or restart the computer such that you are looking at the login screen (but don't log in)

Hold down the left Shift key and keep it down, click the Power icon in the lower right corner (far right) and

click Restart.

Release the Shift key when you see the "Choose an Option" screen

On the "Choose an Option" screen,

click Troubleshoot

click Advanced Options

click System Restore

the computer will restart and you'll see "Preparing System Restore"

choose your account when prompted and the screen will change

and want a password. It will also display the email address attached to the account.

I need to know that email address.

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Customer reply replied 5 months ago
OK. The email associated with the laptop is***@******.***

Thank you. One moment please. While waiting please restart the laptop.

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Customer reply replied 5 months ago
ok

An email from the Microsoft Account Team was just sent to***@******.***

Please open that email and inside is a 7 digit password ***** code.

It is not a password.

Please send me that code as soon as you get it as it expires after 10 minutes.

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Customer reply replied 5 months ago
How is it going?

Perfect. The new password ***** use when logging in to the laptop is: 87alfa88

These password ***** verified over the internet. Before using the password,

click the Wi-fi icon to open it up

and make sure you are connected to your Wi-Fi network.

Once you are connected, enter the new password: 87alfa88 to log in.

Please confirm once you have signed in.

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Customer reply replied 5 months ago
The laptop accepted that and is now full on and good to go. Thanks

That's great to hear.
Thank you for allowing me to serve you today.
My goal is to give you the best experience possible! I hope I have earned a 5 star rating! Please remember to rate my service by selecting the 5 stars at the top of the screen before you leave today. If you need more assistance, please use the reply box and let me know.

Byron
Byron, Computer Support Specialist
Category: Computer
Satisfied Customers: 3,399
Experience: CCNA, A+, MCSE with over 12 years experience.
Verified
Byron and 87 other Computer Specialists are ready to help you
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Byron
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Category: Computer
Satisfied Customers: 3,399
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Experience: CCNA, A+, MCSE with over 12 years experience.

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