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cannot log into Windows or restore to factory settings

hp 15
Microsoft Windows 10 (32-bit)
would no longer let me log in said my microsoft password was not correct so i read that restoring to factory settings usually corrects it. no longer able to log in. restore failed. not sure what to do next?
HP Support Agent
HP Support Agent
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cannot log into Windows or restore to factory settings


Welcome to HP Forums,

This is a great place to get support, find answers and tips,

Thank you for posting your query, I'll be more than glad to help you out 🙂


As I understand, you're unable to login to Windows since its giving an error message "Password incorrect"

Don't worry as I'll be glad to help, however, to provide an accurate resolution, I need a few more details:

What is the product number of your device? Use this link to find it:

(Ensure you do not share any of your personal information such as serial, phone number, email ID, etc...).

When was the last time it worked fine?

Were there any hardware/software changes made?


Note: Passwords are case sensitive therefore make sure you're typing the password correctly.


To reset your password:

  • Go to the Reset your password page

  • Choose the reason you need your password reset, then click Next.

  • Enter the Microsoft account email address you're trying to recover.

  • Enter the characters you see on the screen, then click Next.

  • If you have security info on your account, Microsoft will send a one-time code to the alternate phone number or email address you gave us. After you enter the code on the next screen, you'll be able to make a new password.

If the issue persists, I would suggest you perform System Recovery


Follow steps mentioned below "Recovery when Windows 10 does not start correctly"




If you're unable to perform System Recovery, I would suggest you order HP Recovery Media to reinstall Windows. To order follow steps from the link:


Or contact our phone support: 

1) Click on this link -

2) Click on "Continue as guest".

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Click on "Show Options".

Fill the web-form. A case number and phone number will now populate for you.

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