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Forgot password. Reset password. Microsoft surface. Just got…

Customer Question
Forgot password Technician's Assistant:...

Forgot password

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

Reset password

Technician's Assistant: What's the brand and model of your computer? And the Operating System (OS)?

Microsoft surface

Technician's Assistant: How long has this been going on with your computer? What have you tried so far?

Just got new surface today had a previous surface that died although the the account seems active but I can not remember password

Submitted: 3 months ago.Category: Computer
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Answered in 5 minutes by:
4/1/2018
Tech Support Specialist: Bryan, Computer Support Specialist replied 3 months ago
Bryan
Bryan, Computer Support Specialist
Category: Computer
Satisfied Customers: 13,092
Experience: 8+ years of professional support for tech-related issues, including computers, email and software.
Verified

Hello, and thank you for your question. My name is ***** ***** I will do my best to assist you today.

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Tech Support Specialist: Bryan, Computer Support Specialist replied 3 months ago

Could you let me know what is the Microsoft email address that you are having this password ***** with?

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Tech Support Specialist: Bryan, Computer Support Specialist replied 3 months ago

Please ignore any offer shown on this page; it's sent at the site's end and not by me.

One moment; looking up your account now.

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Tech Support Specialist: Bryan, Computer Support Specialist replied 3 months ago

Now, do you have another Hotmail account starting with jo*****@hotmail.com?

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Customer reply replied 3 months ago
how do I reset the password
Tech Support Specialist: Bryan, Computer Support Specialist replied 3 months ago

Now, do you have another Hotmail account starting with jo*****@hotmail.com?

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Customer reply replied 3 months ago
No
Tech Support Specialist: Bryan, Computer Support Specialist replied 3 months ago

OK, that's the only recovery option available for this account. Since this is a new laptop, would you like to simply create a new Microsoft account to use with the same?

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Customer reply replied 3 months ago
create a new Microsoft account
Tech Support Specialist: Bryan, Computer Support Specialist replied 3 months ago

OK, before we go ahead with the steps, could you let me know what exactly are you seeing on the new laptop screen now? Is it showing up a logon screen with the Hotmail email address listed?

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Customer reply replied 3 months ago
No screen shows Patricia Sullivan & asking for password
Tech Support Specialist: Bryan, Computer Support Specialist replied 3 months ago

OK, please do this now:

At that screen, click on the Power icon at the bottom-right and then HOLD down the Shift key on your keyboard and click "Restart" (while still holding down the key.)

Does this bring up a blue CHOOSE AN OPTION screen?

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Customer reply replied 3 months ago
No power button shows
Tech Support Specialist: Bryan, Computer Support Specialist replied 3 months ago

Let me open up your question to our other experts who will be able to assist further; you will be automatically notified by email when another expert picks this up.

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