Windows 10: Can't login into a new Dell laptop. Account locked out

I bought a new Dell laptop for my daughter, she gave a wrong Microsoft account id by mistake.we do not know the password, she was allowed to login without password for a few days and today we are locked out. I am unable to change the user login account.

:)

 

Account automatically locks after login

So, here is the situation, Win10 boots up fine, after entering the username password, the account automatically locks itself taking me back to the login screen. Just for clarification, is NOT that the account is locked in the sense of failed passwords. The correct password is entered, it looks as if it will load the desktop, but then it takes me back to the login screen. It acts as if Win+L was type after entering the password or something like that because I can see "Locking" just before the login screen appears again.
I have tried to boot into safe boot but the same thing happens there.
I was able to create another account and that one logs in fine. I even removed the password of the first account, but same behavior. If I try enough times, I can vaguely see what looks like Edge has loaded with several tabs. So, there is something under the first account that forces a lock or something similar.

Has anyone experienced something like this? This is my in-laws laptop so, I cannot just reset it or create a replacement account because all their stuff is in that first account. Any suggestions?

 

Can't login to new computer w/Windows 10

Hi,

Thank you for your reply.

• 
  Are you able to login to Microsoft Account on Web?
  
• 
  Have you installed any language pack?
  

I suggest you to follow the steps below and check if it helps.

Step 1: I suggest you to select the appropriate language in login screen at the bottom right corner and check if it helps.

Steps 2: Use On-screen keyboard in the login screen to login and check if it helps.

Hope this helps. If the issue remains unresolved, please get back to us and we would be happy to help.

 

Lock vs Login screen screenshot

Hi Josey -

Thanks for the quick reply. While your suggestion does change the sign in process, it doesn't address the differing screenshot question. Following the steps doesn't make the login screenshot the same as the Lock screenshot. As I mentioned, I can't even find the screenshots being used for both screens.

Still looking a solution to this. Open to any other suggestions you might have to the problem. Thanks!