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I had someone work on my laptop and they put in an incorrect…

I had someone work...

I had someone work on my laptop and they put in an incorrect username - now my screen is locked because there is no such account and it won't let me change anything - what do I do

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

Toshiba with windows 10

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

At this point, I can;t get into anything. I've restarted the laptop but it takes me right back to the login screen with the incorrect user account. My account is ajpratt2

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

The username is***@******.*** but it was entered by the repair tech as***@******.*** - so I have no passwored or PIN and the code goes no where accessible to me

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Customer reply replied 4 years ago

Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Remote Tech Support. Let me know if you need more information, or send me the service offer(s) so we can proceed.

Answered in 4 minutes by:

3/10/2019

Software technician: RobsWorld, I.T Expert replied 4 years ago

RobsWorld, I.T Expert

Category: Software

Satisfied Customers: 1,156

Experience: I.T Support

Verified

Welcome to Just Answer, my names Rob. I will look into this for you now, let me know when your ready!

RobsWorld, I.T Expert

Category: Software

Satisfied Customers: 1,156

Experience: I.T Support

Verified

RobsWorld and 87 other Software Specialists are ready to help you

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Customer reply replied 4 years ago

my laptop is upstairs and I am downstairs now - I'll need to go upstairs for the remote accessI am on my other laptop - how are you going to get to the one that requires service - I have two different user accounts with Microsoftmy Toshiba laptop's screen is locked - I cannot access anything

Software technician: RobsWorld, I.T Expert replied 4 years ago

No Problem, On the laptop that is working go to this link: http://www.justanswer.com/remotedesktop/join.aspx?Session=85e48425-bec8-4604-abd2-124ba2cf9629

When you say the screen is locked, What exactly is showing?

Customer reply replied 4 years ago

I am upstairs with my Toshiba laptop that has the screen locked with the incorrect username of***@******.***
My Microsoft account is***@******.***I have no way to login because the user account doesn’t existI am at the screen to login with a password ***** PIN

Software technician: RobsWorld, I.T Expert replied 4 years ago

Okay, Is there a box called "Other User" bottom left.

Customer reply replied 4 years ago

There is nothing on the screen that gives me an option to change userIt shows the time and date on lower left of screenI left my other laptop downstairs- are you saying I need to go back Downstairs to go to this other site? I am 76 y/o and cannot be going up and down stairs - sorry

Software technician: RobsWorld, I.T Expert replied 4 years ago

Okay I understand. Who set this device up for you in the first place? Have you tried entering your normal password ***** pin into the box? Pin is usually a number

Customer reply replied 4 years ago

I’ve tried using the correct username and login - I can try again to see if it will let me. Before it didn’t recognize anything and said it would send a code to the incorrect email - which I couldn’t accessIt just comes up with sing in options for the***@******.***

Software technician: RobsWorld, I.T Expert replied 4 years ago

Okay, I understand. If at the bottom left it says Other User try click on that and signing in with the correct details. If this fails to work the computer might need setting up again. Have you ever been able to use this computer? Whilst I understand the account email maybe wrong as long as you have the password ***** should be able to logon without a problem.

Customer reply replied 4 years ago

Should I go to the site you suggested before to try for remote access through that laptop - this is not workingThere is NO OTHER USR PPTION at the bottyof the screen

Software technician: RobsWorld, I.T Expert replied 4 years ago

Okay, For these details to be wrong it sounds like someone else has set this up? Is this the case. I need to know the background to how this email got put in the laptop incorrectly? Have you ever been able to login to this device?

Customer reply replied 4 years ago

using a PIN today it won’t accept it - don’t know why it just wontA computer tech worked on
It to remove the***@******.*** and obviously made it worse

Software technician: RobsWorld, I.T Expert replied 4 years ago

Okay I understand. If you cannot login to this account your not going to be able to get back into the laptop, We would need to factory reset it. This would mean losing any data on the laptop

Customer reply replied 4 years ago

Microsoft asked for updates and sent a message saying the synching needed to be fixed - and now I’m dealing with thisGreat - so you can’t help me. Am I still going to be charged?

Software technician: RobsWorld, I.T Expert replied 4 years ago

I can help you, I am able to help with Factory Resetting it. Can you click the Enter Contact Info box and type in the passwords you think maybe the correct one?

Customer reply replied 4 years ago

I’ll take it to a dealer - cancel my order

Software technician: RobsWorld, I.T Expert replied 4 years ago

No problem, Thanks for choosing Just Answer. Good luck with getting it fixed.

Customer reply replied 4 years ago

Thank you - sorry it didn’t work - will the charge for $6 and $39 be removed now. Visa is texting me to see if it’s a fraud$5 not 6

Software technician: RobsWorld, I.T Expert replied 4 years ago

Customer Service will deal with any refunds.

Customer reply replied 4 years ago

Ok - do I need a confirmation #Robert please answer me as to how I get the charge removed since I still have the same issue

Software technician: RobsWorld, I.T Expert replied 4 years ago

I am an expert on the site, Customer Service will deal with any refunds owed to you.

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