Forgot password and can't log into laptop

[IndigoTren]

I have an HP RYZEN and it's been sitting dormant for about 4 years with no use because I forgot the password or PIN and it wouldn't let me log in. I tried to factory reset, but it still leads me to the login screen which I cannot bypass. Why is it so difficult to log into this personal laptop. Its unnecessary the strong security that the owner can't bypass.

[VikramTheGreat · Accepted solution]

Hi @IndigoTren,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

You're right to be frustrated — it shouldn't be this hard to get back into your laptop, especially after attempting a factory reset. Let me explain why this happens and what your next steps can be.
 

Even after a factory reset, Windows 10/11 may still ask for the Microsoft account password or PIN that was previously linked to the device due to a security feature called "Device Protection" or "Microsoft Account Lock". It's meant to deter theft, but it can lock out legitimate owners, especially if:

• You’ve forgotten the original Microsoft account credentials.
• The reset was done without fully removing the account first.

This is part of a system called "BitLocker" or "AutoPilot Recovery", depending on how it was originally set up.

Option 1: Reset the Microsoft Account Password

If you remember the email address used to set up the laptop:

1. Go to https://account.live.com/password/reset
2. Follow the steps to reset the password.
3. Use the new password on the login screen.
    

❌ Option 2: Factory Reset Doesn't Work Without Account Removal

If you tried resetting via Windows Recovery (hold Shift while restarting > "Troubleshoot" > "Reset this PC") — and it still asks for a password — that means the Microsoft account lock is still active.
 

Option 3: Use HP Cloud Recovery Tool (with Drive Wipe)

Since the reset didn’t clear the lock, you’ll need to fully erase the drive and reinstall Windows with a fresh image:

1. On another PC, go to: HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10 | HP® Support
2. Download and install the HP Cloud Recovery Tool.
3. Create a recovery USB using your HP RYZEN laptop's serial number.
4. Plug the USB into the locked laptop.
5. Boot from USB (press Esc > F9 at startup to choose boot device).
6. Use the tool to completely erase the drive and reinstall Windows.

⚠️ This method may still prompt you for the Microsoft account if the device is registered to that account. So, if you can’t recover the original Microsoft login, you may still hit a wall.

I hope this helps.

Take care and have a good day.

Please click “Accepted Solution” if you feel my post solved your issue, as it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

VikramTheGreat

HP Support