Start with the right checks.
The recovery screen means Windows needs a key to unlock encrypted storage. The useful first step is identifying the matching key record. A technician cannot simply recreate a missing key or promise to recover encrypted information.
What to do next.
Note the recovery key ID shown on screen. Keep the full recovery key private if you find it.
From another trusted device, use Microsoft’s official recovery key guidance to check the Microsoft account used for this PC.
For a work or school device, contact the organization that manages it. The key may be stored in its account rather than your personal account.
Compare the key ID before entering the associated recovery key. Also check any secure printed or saved copy created when encryption was enabled.
Check the result.
If the PC unlocks, protect important files and ask why recovery was triggered, especially if it returns. Keep the key in an approved secure location.
Stop and get help if…
No matching key is available or ownership is uncertain. Discuss recovery and backup options before a reset, because a reset can remove your files. Never send the key through an ordinary sales form.