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Can’t log onto my hp laptop

Envy x360

I bought a new laptop yesterday (Envy x360). It was set up at the store I bought it from, they gave me a password to sign in with initially but change it once I’d taken it home, when I took it home, it didn’t have a password. I thought nothing of it so I set up my own password which didn’t work at first (didn’t come up on the screen when locked). I left it for about an hour, I went back onto my laptop and the password was on but when I tried to enter my new password it wouldn’t work. I’ve also tried the password the store gave me and changed my Microsoft password (I didn’t know if that would do anything which it didn’t). I’ve tried several variations of all the possible passwords but have had no luck. 


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Message 2 of 2
Flag Post
HP Recommended

Can’t log onto my hp laptop


I wish we could help you, but sorry, due to recent changes in Community policy, we are no longer able to provide any assistance with password reset or recovery issues.

Also please note that now, to resolve a forgotten BIOS password issue, a system board replacement is required -- and additional customer costs apply, HP has issued this post about BIOS passwords:

In addition, according to the Community's Rules of Participation (which you can read from here:😞

4d. 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.

For assistance NOW, you have to contact your regional HP Customer Support location directly as they will confirm ownership of the PC before providing any assistance -- something we are not able to do from here.

If you live in the US or Canada, contact information is on this page:

If you live elsewhere, contact information is on this page:

***If my post helped, click the White thumbs-up symbol to say thanks***

***Please mark Accept As Solution if my post solved your problem***

I am a volunteer and I do not work for, nor represent, HP
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† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the Terms of Use and Rules of Participation