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I need assistance, I'm using my wife's computer right now,

Customer Question
Hello, I need assistance ...

Hello, I need assistance

Technician's Assistant: Who is your email provider (Gmail, Yahoo, Outlook, etc.)?

I'm using my wife's computer right now

Technician's Assistant: How do you access your email most often? On a phone or tablet, or through a web browser?

My personal e-mail normally goes to Iphone and Ipad but my Ipad went bad

Technician's Assistant: What troubleshooting have you tried?

Actually it has nothing to do with neither. I bought a couple of MS laptop today about 3 hours ago. One for myself and one for my wife I accidentally registered my wife's laptop, how can reverse it

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

I registered it under***@******.***

Submitted: 9 months ago.Category: Email
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Answered in 4 minutes by:
8/7/2017
Email technician: Bryan, Computer Support Specialist replied 9 months ago
Bryan
Bryan, Computer Support Specialist
Category: Email
Satisfied Customers: 13,092
Experience: 8+ years of professional support for tech-related issues, including computers, email and software.
Verified

Hi, my name is ***** ***** I'll be assisting you today.

Just to clarify, are you looking to change the email address associated with this laptop now?

Please reply at the box below; thank you.

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Customer reply replied 9 months ago
No I need to reset it so my wife can log on using her personal informations
Email technician: Bryan, Computer Support Specialist replied 9 months ago

PS: Please ignore any remote assistance offer (simply "X" it out) shown on this page; it's sent by our site and not by me. We do not need to do a remote session, and I'll reply back to you below now.

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Email technician: Bryan, Computer Support Specialist replied 9 months ago

I see; are you currently logged on to that laptop now? If so, I'll provide you with further steps to reset it accordingly.

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Customer reply replied 9 months ago
I had the laptop on but cannot login
Email technician: Bryan, Computer Support Specialist replied 9 months ago

No issues; please do this on the laptop now:

Boot up to the Windows logon screen, and then click on the Power icon at the bottom-right of that screen and then HOLD down the Shift key and click "Restart."

Does this bring up a blue "Choose an option" screen next?

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Customer reply replied 9 months ago
Sorry I don't know how to donit
Email technician: Bryan, Computer Support Specialist replied 9 months ago

No problem, could you let me know if you are at the logon screen on the laptop now?

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Email technician: Bryan, Computer Support Specialist replied 9 months ago

Where it shows the***@******.*** account?

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Customer reply replied 9 months ago
Do you have a snap shot please
Email technician: Bryan, Computer Support Specialist replied 9 months ago

Please turn on that laptop now; could you let me know what exactly shows up on the screen?

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Customer reply replied 9 months ago
It shows your device is offline. Sign it with the last password ***** used on this device
Customer reply replied 9 months ago
Can you call me please
Email technician: Bryan, Computer Support Specialist replied 9 months ago

OK, could you let me know if you have a phone number ending with -60?

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Customer reply replied 9 months ago
my last 4 digits is 7060
Email technician: Bryan, Computer Support Specialist replied 9 months ago

OK, you will receive an automated call on that number now. Please make a note of the code it provides, and let me know.

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Email technician: Bryan, Computer Support Specialist replied 9 months ago

Please let me know the 7-digit code provided via the call, and then I'll reset the account password ***** continue further.

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Email technician: Bryan, Computer Support Specialist replied 9 months ago

OK, please let me know a desired NEW password ***** would like to use on that laptop from now on.

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Customer reply replied 9 months ago
Bryan I'd like to reset it like factory New please
Email technician: Bryan, Computer Support Specialist replied 9 months ago

Yes, in that case, let's go back and try my first steps one more time. Please check the bottom-right of that logon screen again; do you see a Power icon listed?

Here's a screenshot:

https://i.ytimg.com/vi/ZS0wHpqMe-k/hqdefault.jpg

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Customer reply replied 9 months ago
Can you change the registered email & PW
Email technician: Bryan, Computer Support Specialist replied 9 months ago

(Please see my above reply now.)

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Customer reply replied 9 months ago
I don't see the power icon
Email technician: Bryan, Computer Support Specialist replied 9 months ago

Did you check both the bottom-right and the bottom-left corner? Also, did you see the screenshot I provided?

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Customer reply replied 9 months ago
I'm going to disengage Bryan I'll just return the unit to Best Buy- thank you for you help.
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Jess M.
Jess M., Computer Support Specialist
Category: Email
Satisfied Customers: 2,097
2,097 Satisfied Customers
Experience: Computer Software Support Specialist for more than 10 years

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