Windows 10: Unable to access laptop

Hello,On 9/3/2025, while navigating on the internet on the back market and you tube websites with our laptop, the screen became black and was not returning to normal. We shut down the laptop manually and when we re-started the laptop again, Bitlocker appeared on the screen requiring the recovery key to access the computer. We followed the link provided "aka.ms/recoverykey but unfortunately, to recover the key, the only way was to access a different account that doesn't exist anymore. Therefore we couldn't continue and the only way to progress was to request the security info to be replaced wit

:)