Windows 10: Unable to recover account

My daughter is unable to recover her account. The recovery form is asking questions she can't answer. She has a brand new laptop she can't use because of this and we can't find anyway to fix it or a live body at Microsoft to talk to. Please help!

:)

 

Remove account

I suggest you backup your personalized files first before removing the account.
To delete an account, follow these steps:

1. Press WIN + X keys and click Command Prompt (Admin) from the menu.
2. Type the following command and press Enter. Replace test with the name of your sister's account. Code:

 

Recover your account

Hi Laurie,

This can be due to the changes made to your device.

We'd like to ask the exact error message you are getting. Is it Recover your account or
Recover your Microsoft account?

If your answer is the latter, you may perform the steps listed in this article. Make sure to read
Before you begin then start following the steps under Fill out the recovery form.

We look forward to your response.

 

Unable to Hide Built in Adminstrator Account (Version 1909.)

Bree, having followed your advice, a second account named "Andrew Griffin" appeared in the list of accounts on the login screen. This disappeared when I reversed the step.

Brink, I didn't delete my account - it shows up as as "oem" in netplwiz.

Attached a is list of accounts and you'll see that the guest account is degraded - relevant?UserAccountDetails.txt