Computer access with forgotten pin

Hi Mario Botkin, 

I understand you’re currently stuck at the sign-in screen. Being unable to access your device can be really stressful, especially when the sign-in options aren’t showing as expected. 

To help narrow this down quickly, could you please share a couple of screenshots from the sign-in screen? 

• Please send screenshots of: 
  • The main sign-in screen (where it asks for the PIN / “password” entry). 
  • The Sign-in options screen (if you can open it). 
  • The screen/state where it says the device won’t allow facial recognition, or where Face is shown but doesn’t work / can’t be selected. 
• On the sign-in screen, does your account show an email address (Microsoft account) or a local username (no email)? 
• Just to make sure I’m understanding correctly: when you say it allows “only password,” is it prompting you for the PIN (a short code), or do you actually see a Password sign-in choice under Sign-in options? 

Tip: Please make sure the screenshots do not include your PIN/password while typing. It’s okay if your email/username appears. 

While my initial response may not fully resolve the issue, I truly appreciate your cooperation as we work together toward identifying the most effective solution. Thank you so much for your understanding. 

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

To regain access when the PIN is forgotten and the sign-in screen appears stuck on PIN only, try these steps in order:

1. Check for other sign-in options on the lock screen
   On the Windows 11 sign-in screen:
   • Look for a Sign-in options link or an icon (usually a key or person icon) under the PIN box.
   • Select Password or Facial recognition (Windows Hello) if they appear.
     If password or face sign-in is available there, use it to sign in, then you can change/remove the PIN from:
   • Start > Settings > Accounts > Sign-in options > PIN (Windows Hello).
2. Use “I forgot my PIN” on the sign-in screen
   If only the PIN box is visible:
   • On the sign-in screen, select I forgot my PIN under the PIN field.
   • Follow the prompts to verify the Microsoft account and set a new PIN.
     This uses the account password or other verification to reset the PIN without needing the old one.
3. Sign in with password if PIN/Hello fails
   If Windows Hello (face) is not working or not offered:
   • Use the account password instead of the PIN or face if the password option appears after choosing Sign-in options.
   • If the password is forgotten, reset it from another device by going to the Microsoft account recovery page, then return to the PC and sign in with the new password.
     Once signed in, the PIN can be removed or recreated from Settings > Accounts > Sign-in options.
4. If Windows Hello (face or fingerprint) is unreliable
   After signing in with password or a newly reset PIN, improve or reconfigure Windows Hello:
   • For face issues, see the guidance in Windows Hello common issues and troubleshooting tips (clean camera, adjust lighting, re-scan face, etc.).
   • For fingerprint (if used), on Windows 11 go to Start > Settings > Accounts > Sign-in options > Fingerprint recognition (Windows Hello) and either Add another fingerprint or Remove and Set up again.
5. If none of the sign-in methods work at all
   If the device will not accept PIN, password, or Hello and will not let the PIN be reset, advanced recovery steps (such as using Windows Recovery Environment to enable another admin account or resetting the PC) may be required. In that case, contacting Microsoft Support or a local technician is recommended before attempting any reset, as some options can remove apps or affect data.

References:

• User Account Access in Windows
• Windows Hello common issues and troubleshooting tips
• Troubleshoot problems with Windows Hello on Surface
• Stuck in an infinite loop involving the PIN - Microsoft Q&A