Unable to reset surface duo

Brent Collver 0 Reputation points
2025-10-24T15:45:38.8966667+00:00

I hard reset my Duo because I forgot my pin. It asks me to sign in with my previous PIN, which I don't know. I tried with my google account and it just keeps looping. how do I get past this?

Surface | Surface Duo | Safety and security
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  1. Edward Schlobohm01 10,205 Reputation points Independent Advisor
    2025-10-24T16:43:30.52+00:00

    Hi Brent,

    Thanks for reaching out to the Microsoft Community. I’m really sorry you’re going through log in issues, Just to clarify when you try to sign in with your Google account after the reset, does it accept your credentials and then loop back to the same screen, or does it give you an error message?

    Looking forward to your response.

    Best regards,

    Edward

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  2. Brent Collver 0 Reputation points
    2025-10-24T17:45:31.14+00:00

    Thanks Edward,

    Unfortunately, it accepts my credentials and then loops back to the same screen

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  3. Edward Schlobohm01 10,205 Reputation points Independent Advisor
    2025-10-24T18:13:18.6033333+00:00

    Hi,

    Thanks for the update.

    Was your Surface Duo ever enrolled in a work or school account, or managed by an organization (like Intune or MDM)? for now, please visit this tread, this is similar with your concern, this might help, here is the page: https://learn.microsoft.com/en-us/answers/questions/2308771/surface-duo-asking-for-lost-pin-after-factory-rese

    Keep us updated by simply replying on this thread.

    Kind regards,

    Edward

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