Adrian,
I've looked through the other responses and I cannot tell if you carried out a system restore. (it recommended a password disk)
Just to be clear I think the Independent Advisor was calling a System Restore a Reset.
System Restore = restore to an earlier date before a problem occurred. This puts Windows 10 back to how it was on that date but doesn't affect personal files. (hopefully prior to the problem)
Reset = Puts Windows 10 back to how it came out the box, in a clean state. No installed apps and programs you may have done yourself but there is the option to keep personal files.
Do you think you can give a summary of where you are now.