how to retrieve my lost administrator account

[zh58]

hello, I signed in with an Id when i first bought this HP envy 360 laptop. But then i reset the laptop and signed in with a another id as an administrator. then my sister switched account using another id as an administrator and deleted the earlier administrator account. I forgot the username which i used to sign in after the reset. which id do i need as an activation key if my laptop has any problem? Also i couldn't get the MS office 2021 pack installed already. Kindly help me with this.

[Nal_NR]

Hi @zh58,

Welcome to the HP Support Community. 

I'd be glad to help you! 

When you reset your HP Envy 360 laptop and sign in with a new ID, the activation and licenses related to Windows and any installed software, such as MS Office, would generally be tied to the digital license associated with the Microsoft account you used during the initial setup or the first ID after the reset.

Here’s how to address your concerns:

1. Windows Activation Key

• Windows Digital License: Windows activation is usually tied to the hardware of your laptop and the Microsoft account used when you first activated Windows. Even if you switch accounts, the digital license remains with the device.
• Recovering the Account: If you can't remember the username, you might try to recover it through the Microsoft account recovery options or check the accounts listed under Settings > Accounts > Email & accounts.

2. Microsoft Office 2021 Installation

• Pre-installed Office Pack: If your laptop came with MS Office 2021 pre-installed, it should have been activated with the first Microsoft account used. If you can't access it, try these steps:
  • Sign In with Different IDs: Attempt to sign in to MS Office using the Microsoft accounts you have used. Go to any Office app (like Word) and sign in.
  • Check Microsoft Account Services: Visit account.microsoft.com/services and log in with your Microsoft accounts to see if MS Office 2021 is listed under your subscriptions or purchases.
  • Reinstall Office: If Office was supposed to be included, you might be able to download it from the Microsoft website using the associated Microsoft account that originally activated Office.

3. Next Steps if Problems Occur

• Activation Troubleshooting: If you run into activation issues or can’t access Office, use the Activation Troubleshooter found under Settings > Update & Security > Activation. For Office, you can use the Microsoft Support and Recovery Assistant (SaRA) to diagnose and fix problems.

If you are still having trouble finding the correct account or activation status, contacting Microsoft support with the purchase details of your laptop might help retrieve or reset your licenses.

Hope this helps! Keep me posted for further assistance

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