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Can’t log on laptop. It says I can reset my password, but I…

Can’t log on laptop...

Can’t log on laptop. It says I can reset my password, but I can’t log on to reset my password.Help

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

Toshiba windows 8.1. XE083651P

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

Can’t log on, password ***** ***** name , but it want let me log on

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

No , can’t think of anything. Maybe locked out now. Tried over three times

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Answered in 2 minutes by:
3/18/2018
Byron
Byron, PC Support Tech
Category: Laptop
Satisfied Customers: 3,213
Experience: CCNA, A+, MCSE 11 years at a large law firm.
Verified

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

Does it say you can reset your password ***** account.live ?

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Customer reply replied 1 month ago
but I need to login to do that
Customer reply replied 1 month ago
How are you going to do that if you can’t login

Thank you. If you know your password, it may not be working because the laptop is not connected to the internet.

Click the wi-fi icon on the left side of the screen to open it up.

Look for your wi-fi network and verify that you're connected to it.

Once you know for sure that you are, please try your password *****

and let me know the result please.

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Customer reply replied 1 month ago
WiFi is connected, still can’t login. It been more than three times, i’m probably locked out now

When you start up the laptop and arrive at the login screen,

please tell me the email address that is showing on the screen.

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Thank you. One moment please.

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Thank you. Can you receive phone calls at your phone number ending in 21 ?

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Customer reply replied 1 month ago
No Call(###) ###-####

That won't work as a recovery number. It's not already on file.

Are you currently receiving email at***@******.***

on another device such that you can check it if I have an email sent there?

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Customer reply replied 1 month ago
No.can you call my number

Your only recover number on file ends in 21. Another phone number cannot be used.

Do you have access to email at another cox.net address?

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Thank you. Please check the inbox for a message from the Microsoft Account team.

In the body of the e-mail is a 7 digit password ***** code.

It is not a password

I need you to send me that code as soon as you receive it please.

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Customer reply replied 1 month ago
Don’t have it, can you send it again

Please refresh the email page and also look in the spam/junk folder

as it might have been sent there.

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Customer reply replied 1 month ago
Did you use***@******.***
Customer reply replied 1 month ago
Still nothing
Customer reply replied 1 month ago
Can you try my gmail address

I used the first address you sent above:***@******.***

I'll send again using:***@******.***

Please stand by.

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The new message has been sent.

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Customer reply replied 1 month ago
Ok,great. this came in on my gmail address-***@******.***
Customer reply replied 1 month ago
Now what do I do?

What's the code? I need it.

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I need to know the 7 digit code. It is not a password.

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Those codes expire after 10 minutes. Please send it to me.

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Customer reply replied 1 month ago
Order I’d 18644383-287

That's not what I need. Did you receive an email from the Microsoft Account team?

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Customer reply replied 1 month ago
Everything I have is coming from you
Customer reply replied 1 month ago
I just had a child emergency and I have to leave now, can I call you back or can you call me

Yes. Just reply to me on this page when you become available.

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Customer reply replied 1 month ago
Thank you for waiting, I just got back. I have the Code Now.(###) ###-####
Customer reply replied 1 month ago
It was sent to***@******.***

OK. Here's the problem with that. Those codes expire after 10 minutes and that was long ago.

I will have a new code sent.....please stand by for the new code. I will let you know when it has been sent.

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Customer reply replied 1 month ago
Thank you

The new code has been sent. Please send it to me right away.

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Thank you. Please restart the laptop and make absolutely certain that it is connected to your wi-fi

before entering the new password.

Click the wi-fi icon on the screen to open it up. Locate your Wi-fi network and verify your connection.

Once you know for sure you are connected, use the password: 87alfa88

to log in. Let me know the result please.

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Customer reply replied 1 month ago
I am connected to wifi

OK. TRy the new password: 87alfa88

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Customer reply replied 1 month ago
Receiving message password ***** *****

give it a few minutes and try again

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Customer reply replied 1 month ago
Now it’s asking for another code, do I use the same 7 digits

Wait a second. You should only need to enter the password ***** log in to the laptop.

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Customer reply replied 1 month ago
Do I need to get another code to use

You should only need to enter the password ***** log in to the laptop. 87alfa88

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Customer reply replied 1 month ago
I’m getting s message, you can get new apps from the store & taking care of a few things
Customer reply replied 1 month ago
I’m not sure but it seems as if it is updating
Customer reply replied 1 month ago
Justice got another message, don’t turn off your pc

OK. It is updating.

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Customer reply replied 1 month ago
Now it says almost ready

Did this start updating after you entered the new password?

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Customer reply replied 1 month ago
now I have my desktop showing. When can I change to a new password

You can do that now. Go to https://account.live.com

Enter your Microsoft account email address***@******.***

and the new password: 87alfa88

Once you're signed go to the security section and change the password.

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.

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Customer reply replied 1 month ago
Is it possible to change the email address also

It is but it's a big hassle. E-mail address can't be changed, new ones have to be created.

You're better off leaving it as it is.

This is only for logging in to the computer.

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Customer reply replied 1 month ago
I’m trying to log off and log back in before I let you go, it is still updating. Thank you for your patience

Not a problem. How long has the laptop been offline?

Byron
Byron, PC Support Tech
Category: Laptop
Satisfied Customers: 3,213
Experience: CCNA, A+, MCSE 11 years at a large law firm.
Verified
Byron and 87 other Laptop Specialists are ready to help you
Ask your own question now
Customer reply replied 1 month ago
Offline for a while. I’m back on now. Thank you so much for all your help. I give you a 20 star(excellent &patient,very patient) rating. Thank you again

I'm glad to hear you're back in business. Thank you for being a JustAnswer customer.

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Byron
Byron
Byron, PC Support Tech
Category: Laptop
Satisfied Customers: 3,213
3,213 Satisfied Customers
Experience: CCNA, A+, MCSE 11 years at a large law firm.

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