My computer asks for a work or school account

Before sale, every device has any previous owner's activation and management locks removed, and it isn't BIOS-locked. If you see a login for a school, company or government body, one of two things has happened.

1. You chose "work or school" during setup. This is the common cause. Reset and set up again:

1. Hold Shift and select Restart from the sign-in screen's power button.
2. Choose Troubleshoot > Reset this PC > Remove everything.
3. At setup, choose Set up for personal use.

2. The screen names an organisation you've never dealt with (for example, "Welcome to Department of Education" or a company name). The device is still enrolled with its previous owner, and only we can clear it.

• Take a photo of the screen and contact us within 30 days of delivery.
• We'll arrange a free return and a replacement.
• Don't try third-party unlock tools, as they can void your warranty.

Asked for a BIOS or administrator password you weren't given? This shouldn't happen either. Send us a photo and we'll arrange a return.