“We can’t sign you in to your account” error message after my laptop crashed. How can I regain access to my files?

[Lynette E]

I’ve restarted a handful of times with no luck. I’ve attempted the safe restart, still nothing. This local account seems to have a lot of restrictions, I’m not able to create any other user accounts, I’m unable to sign into Microsoft. Files are restricted so I’m not able to see if my original account is still there. Seems like everything has been wiped. What are my next steps? I’m not very computer savvy so I can attempt to factory reset and lose all my files or take my laptop back to Best Buy for technical support? Please help.

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