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MS account is locked
I have been trying to get into my wife's MS account for about 3 weeks and keep going around in circles with no success. I finally reset the laptop and am now using a new MS account for her. But there...
Open Settings > Accounts.
Click "Your info" or "Access work or school".
Sign out of the old account if it's still logged in.
On the old laptop, go to Settings > Accounts > Your info. Sign out of the old Microsoft account. You might also want to perform a reset or clean installation if you're planning to fully decommission the device.
Thanks for your reply. It isn't an old laptop - it's the same one but I reset it with a new MS account. I can't get into the old MS account because it is locked. MS makes it next to impossible to reset your password.