You sure the device is not simply recognizing the USER as “Me” until a know name is supplied?

Does she have a Microsoft email, ie MSN or Hotmail account? I ran into the same issue with a new computer and it was my almost forgotten, unused MSN.com account email password they were asking for. Once you get in, you can reset.

It says ‘pc’ at the top with no box to type but it says password at the bottom with a white typing box.

Everytime that I click enter on Password, it says that the password is incorrect.

It is like the user/email/profile is locked because it is only asking for password and not Email or username.

It’s been so long since I dealt with a new computer with Windows 10 that my memory is fuzzy about ways around this issue. Hopefully someone here more savvy than me about this issue will check in and know. A friend had to create an MSN account, I assume cos Microsoft owns Windows, but had to do so via another computer. I hadn’t used my account for nearly a decade, no lie, but it was the key to my success getting in. Do you have access to another computer or phone? If so maybe try accessing MSN and setting up an account.

All it wants is the password, btw, not the email itself or username. I wish I could be more helpful, how frustrating to probably have a new computer for Christmas and not be able to get into it.

Yeah I created a new outlook/Microsoft email and the result is still the same; it only asks for password with the profile logo and name (pc) locked in.

Sorry, this is beyond my tech skill. I just looked at one of my fav tip pages and he suggests the below, tho’ not sure if you can access it initially or if, sigh, you have to figure out how to get in first. Where, oh, where, are our tech folks? ;)

This is from Rick’s Daily Tips website:
Note: If your computer has more than one user account AND you aren’t the only person who uses this machine, you might want to carefully consider whether you really want to disable the Logon Screen.

If you decide that you indeed want to disable the Logon Screen, continue with step 1 below…

1 – Press the Windows+R key combination to open a “Run” box.

2 – Type (or copy and paste) netplwiz into the Run box, then press the Enter key. The “User Accounts” dialog box will open.

3 – Click on your account name to select it, then uncheck the box beside Users must enter a user name and password to use this computer.

4 – Click Apply. The “Automatically sign in” dialog box will open.

5 – If this account has a password assigned to it, type the password into both of the password fields. If the account doesn’t have a password, simply skip this step.

6 – Click OK, then click OK again.

Note: If your computer has more than one user account, you’ll need to repeat this procedure for each of the remaining users that wish to bypass the Logon Screen.

If none of the user accounts are set to require a password in order to boot into Windows, the system will automatically log into the account that was active when the machine was last shut down.

In that case if a different user wants to log into their account they’ll have to press the Windows+L key combination to exit the current account and log into theirs..

That’s all there is to it. After you have completed the steps listed above your computer will skip the Logon Screen and boot straight into Windows (shaving a bit off your PC’s boot time).

Bring it to the Microsoft store, they’ll fix it

Has she ever had a hotmail account? If yes, it’s the password from that account

Nope! She only has a gmail account.

Have you tried just hitting “enter”??? On the older systems, it would come up asking for a pw & when you hit “enter” it let you in to set up your own info & then you set up your own password. It’s been a while since I’ve set up Win10, but I think I had to give my msn or hotmail password before it would let me in. I think that I had to go to msn.com & set up a new email account & then wait until the next day to use the password I set up on the email account. It’s been several years since I set up my new computer, so I’m not sure how much I’m remembering properly!!!

Is this thing from Tesco?

I would not be terribly surprised if someone had bought it, set it up, and then returned it and then they resold it.

If that is the case I would suggest returning it.

Have you tried “Me” or “me” as the password?