Restarting my laptop

[Sunshine1201]

I bought a laptop, put the wrong email in (not valid) and I can’t remember the pin #. In order to change the pin I’m being asked to verify a code sent to that email (that doesn’t exist). I’ve tried restarted so I can start from scratch but it won’t complete a restart. Gets to about 19% and then goes back to email/pin page.

[Hawks_Eye]

Hi @Sunshine1201 

Welcome to the HP Support Community! We're here to help you get back up and running.

I acknowledge the situation you are facing with the incorrect email and PIN setup. Since the restart process is not completing and you are being redirected back to the same verification screen, the most effective way forward is to perform a clean reset using recovery options.

Access HP Recovery Environment

• Power off the notebook completely.
• Power it back on and immediately press the F11 key repeatedly until the HP Recovery Manager or Windows Recovery screen appears.

Choose Reset Option

• Select Troubleshoot.
• Choose Reset this PC.
• When prompted, select Remove everything. This ensures the system is restored to factory defaults and removes the invalid email and PIN association.

Allow Reset to Complete

• The reset process may take time. Ensure the notebook is connected to power and do not interrupt the process.
• Once complete, the system will restart and allow you to set up with a valid email and a new PIN.

HP Official Guidance

• For detailed instructions, refer to HP’s official support page: HP PCs - Resetting Your Computer (Windows 10)

This approach will give you a fresh start and allow you to enter the correct email and PIN during setup. 

Take care, and have an amazing day!

Regards, 

Hawks_Eye