Elizabeth forgot her password on her Windows computer and Dell wants money to reset it. Leo says that she won't really have to pay for it. There should be a hidden administrator account in Windows that will enable her to log in and change the password on it. It's kinda complicated, but it can be done. She can try typing in "admin" and then hit return.
She can also download the Windows 10 Media Creation Tool, save it to a thumb drive and then boot into it. She'll have to adjust the BIOS settings (usually F12 or F1, Esc or delete) and change the boot order to add the thumb drive. She can then wipe the computer and start over.