My 12-year-old grandson apparently changed our pass code or pin to get into our HP computer.

[Cindi1159]

Our 12-year-old grandson seems to change the password for the PIN to get on our HP desktop. We don’t know how to change the password all it keeps telling us is to turn off the computer then turn it back on then it gives us a code A1 B2 C3 once we put it in they asked for the information and when we put in what we think is the code it tells us it’s not and then we have to start all over again. We don’t know how to change the passcode.  We would appreciate any help thank you.

[itsmyname]

@Cindi1159  -- all the registered contributors to this discussion forum must obey the Rules of Participation, which forbid giving anybody any help in bypassing a password.  However, if you find a computer technician who is NOT registered on this forum, they are not required to obey those rules.

[Mans]

@Cindi1159 
Hello,

Are you talking about the BIOS password or the one to connect to Windows?

If it is the Windows session password, please do a Performing a System Recovery (Windows 10).

If it's the BIOS password:
Unfortunately, the HP support community does not allow us to help you with your BIOS password.  The only solution is to contact HP and, if necessary, contact them several times to complete your case.

Rules of Participation No posts shall include instructions or directions intended to bypass or subvert security measures, including passwords, locking mechanisms, fingerprint scans, etc., or to bypass any safety measures.

I recommend that you get on Contact HP from your country or region.

The only solution HP will propose is to replace the system board to solve the BIOS password problem requested at computer startup.
For more information, please go to Forgotten or Lost BIOS Password.

Don't hesitate to contact us in case of need.

Best regards,

[itsmyname]

@Cindi1159 -- change the password for the PIN to get on our HP desktop

If it really is a 4-digit "PIN", then it is an alternative to entering your Microsoft ID and the password for that Microsoft ID, in order to complete your "logon" to your installation of Windows.  So, access http://Logon.Live.com and see if you can change the password for your Microsoft ID. After successfully doing that, you should be able to delete the PIN, or to set a new PIN.

Since your wonderful grandson changed it once, can you convince (bribe?) him to set a new one? Then, when he's not around, change it again, and NOT tell him the new password. Tell him to NOT touch your computer, but instead to bring his own WiFi-capable device into your home, to use his device with your WiFi.

[WAWood]

@Cindi1159 

Unfortunately, the A1 B2 C3 stuff is typical Microsoft aggravation -- because you entered the wrong code too many times.  All it does is force you to start over, and you will run into the same issue again,

I don't believe you want to do a System Recovery as those range from somewhat destructive to totally destructive.

Also, there is no Phone Assist in the US, so that link is not likely to do you any good.

Your best bet, really, is to do what @itsmyname suggested and take it in to a local laptop repair facility as they should have the means to reset your access code in just a few minutes.