Changing verify your identity

[kriyapedo]

My father is unable to get into his laptop. When I go to verify his identity it has someone else’s email and phone number. How do I go about changing that so that way he is able to change his password to get on his laptop. (he did buy the laptop brand new back in 2016 so I’m not for sure why it has the other person‘s email and phone number on it.)

I have already tried to change the password on his Microsoft account and it still won’t let him in to his computer. The computer is a 2016 HP notebook. The model number is 15-ay198nr

[Jerry_57]

Hi @kriyapedo,

Welcome to the HP Support Community.
 

Thank you for posting your query. I'd be happy to help you.

I'm sorry to hear about the issues your father is experiencing with accessing his laptop. Based on the details you've provided, this seems to be more of a Microsoft account issue than an HP laptop-specific problem. Here are some steps you can take:

 

Check Microsoft Account Settings: Verify the security information associated with your father's Microsoft account by logging into account.microsoft.com using his Microsoft account credentials.

Update security information: If the security information (email or phone number) is incorrect, you might be able to update the information on the Microsoft account security settings. This can usually be done under "Security Info" or "Security Basics".

Contact Microsoft Support: For security reasons, if you are unable to update the details because of incorrect security information, contacting Microsoft Support would be the appropriate next step. They can guide you through the process of recovering the account or making necessary changes.

Local Account Access: If your father had also set up a local account on the laptop, he might be able to access his PC using that local account, which does not require a Microsoft account.

System Restore: If he is unable to access the system, you might consider performing a system restore or reset. However, be aware that this might result in data loss.


I hope this helps.

Take care and have an amazing day!
 

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Jerry_57

HP Support