Windows Autopilot locked on a used HP EliteBook 840 G5⁴

Question

Windows Autopilot locked on a used HP EliteBook 840 G5⁴

Roman Tywodar 0

Hello,

I recently purchased a used HP EliteBook 840 G5 laptop from a seller in the Czech Republic.

The laptop currently runs Windows 11, but when I try to install Windows 10, Windows Autopilot forces me to sign in with an organization's Microsoft account.

I am the new owner of this laptop and have proof of purchase (invoice).

Unfortunately, I cannot contact the original organization that registered this device.

I would like to keep the laptop and install Windows 10 for personal use.

Could Microsoft please help me remove this device from Windows Autopilot registration or direct me to the appropriate support department?

I can provide the laptop's serial number and proof of purchase upon request.

Thank you for your assistance.

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Answer 1

Microsoft Support may be able to assist with this issue; however, it is not certain whether they will be able to remove the device from Windows Autopilot.

First, we recommend contacting the seller and asking whether they can assist with the following request:

We purchased a used PC that appears to still be registered with the previous organization's Windows Autopilot environment. Could you please assist us with having the device removed from Windows Autopilot?

If the seller is unable to assist, please contact Microsoft Support with the following information:

We have legitimately purchased a used PC; however, during the Windows Out-of-Box Experience (OOBE), a Windows Autopilot profile associated with a third-party organization is applied to the device. We are unable to identify the previous organization and therefore cannot contact them directly to request that the device be removed from their Windows Autopilot environment. We can provide the serial number of the device as well as proof of purchase. Could you please verify our ownership of the device and advise whether Microsoft can assist with removing it from Windows Autopilot?

When contacting Microsoft Support, it would also be helpful to provide proof of purchase, the device serial number, and a photo or screenshot of the OOBE screen showing the organization name, as these may help verify ownership and the device's current registration status.