Forgotten PIN and PW - How to Access Surface Laptop Studio?

none of the options that should work are accessible to me. what is the deal? i can see it in my devices, but the options that i'm supposed to have within my account are not there. just like when i am trying to access directly on the surface - when i click "i forgot my password" i get an error message and it tells me to retry (which never works) or cancel to set up later.

i have had this device less than a year, but i cannot reach anyone at Microsoft and i know it is under warranty. the glitches in not letting me login or reset are certainly software problems. please help - i am running out of time and i need access to this computer.

Hi Rocky Pilgrim,

Thank you for your response. Regarding the issue that we have if we cannot reset the device within Windows. The other option is to reset the Surface device using the recovery image. The recovery image is a fresh Windows installation.

To Download USB Recovery Image - Surface Recovery Image Download - Microsoft Support (Need to use another Windows PC to download the recovery image.)  

REQUIREMENTS:

To ensure compatibility with your Surface device, it is recommended to use a USB flash drive with a minimum storage capacity of 16 GB to 32 GB and format it to FAT32. If the storage capacity exceeds 32 GB, it is not possible to format it to FAT32 as only XFAT and NTFS options are available. Please note that if a USB flash drive is formatted to XFAT or NTFS, it will not be detected on your Surface device.

NOTE: Creating a recovery drive will erase all existing files that are stored on the SSD drive. Make sure to transfer any important data on your USB flash drive to another storage device before you proceed.

Once the download is complete, create a folder on your desktop and rename it to ‘recovery’. Extract the recovery image to the folder you created on your desktop. After the extraction is complete, select all the files in the folder and copy and paste them directly to your USB flash drive. Do not copy the folder directly to the USB. Once the copying is done, remove the USB and connect it to your Surface.

When you are ready, please click this link Creating and using a USB recovery drive for Surface - Microsoft Support to follow the step on how to use the recovery image.

If the issue persists after the recovery image or the recovery image will not complete. And you want to proceed with the free replacement. We need to contact the live support team.

Note: Just to set you an expectation. Processing replacement orders, checking the status of orders, and escalating cases are beyond our scope of support here in the community. We do not have the necessary tools to create or check orders. Only our live support team can assist you with this concern.

To contact the live support team.

1. Go to Contact Us - Microsoft Support
2. Choose how you would like to get support for your Surface device.
3. Type in the problem you need help with.
4. Look at any available solutions offered and select Contact Support.

You can also check this forum article for a more detailed guide in reaching our live support: How to get Phone and Chat Support (for Surface Home/Consumer - Microsoft Community 

You can also click this link Global Customer Service phone numbers - Microsoft Support

Thank you for your understanding.

Kind regards,

Christopher.

Hello Rocky Pilgrim

We haven't heard from you, so we assume that your issue has already been addressed. We will not be monitoring this thread moving forward so, if you need further assistance, please create a new thread to discuss these concerns by clicking this link: Create a new question (microsoft.com) Thank you for understanding.

 Regards,

Christopher

i did the suggestion provide by the agent microsoft Christoper

aka.ms/sri > signin > download image > save on pc file (backup32G) > quick format the usb fat32 on your pc > click on extract on backup32G > click the button browse > choose usb key location > than take off usb key > turn the surface off > put the usb key on pc target > press and hold the volume down (-) button > press and release the power button > when surface logo pop release the volume button > when prompted choose language option and keyboard layout > select recover from a drive > if prompted for a recovery key > select skip this drive at the bottom of the screen > if prompted select fully clean this drive > select recover

result : wont boot up on the usb key already format 32 bits still doesn't work

ticket number : 7045428852

I ended up just wiping it and doing a re-install.