Blue screen factory reset

[Emma102]

I have a blue screen and trying to reset factory settings but every time it asks for my email password,  it's saying its wrong even though it isn't so can't go any further. 

[WAWood]

@Emma102 

It's asking for that password because you are using the MSN login.  If you were using a local login, it would be asking for your local password instead.

If you use a Microsoft account for your Win10 access (you would know that because the login screen shows either a pin code or an email address), then you can go to the Microsoft account reset website: https://account.live.com/password/reset -or - go to the Sign in Microsoft Account website: https://login.live.com/

Then follow these instructions:
1) Click/tap on the Can't access your account link
2) Select why you can't sign into your account and click/tap on Next
3) Enter the email address of your Microsoft account, type in the characters displayed onscreen, and click/tap Next
4) Select how you would like to get your security code to verify your identity, click/tap Next
5) Enter your security code sent using the method selected in 4) above, click/tap Next
6) If you have enabled tw0-step verification, repeat steps 4) and 5) above using a different method to send you a different security code
7) Type in a new password, click/tap Next
😎 Your Microsoft account has been recovered -- click/tap on Next -- and you're done

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However, if you use a LOCAL account, then you can not use the websites or instructions listed above, and we can not assist you in this.