Incorrect pin and no other option for how to sign into laptop

Question

Incorrect pin and no other option for how to sign into laptop

Rachelle Luedemann 5

I have a Surface laptop, 7th edition. Generally when I use it it uses facial recognition to sign in. The other day I tried to use my pin number, it told me the pin number was incorrect. Since then I've tried to change the pin number but was not given an option in the settings for that. I hadn't had any major issues at that point so I continued to use the facial recognition to get in. My husband wanted to use my computer while I was gone so I tried getting in and figuring out how to change the pin so that he could use it. At this point it is not even letting me in with facial recognition. There is no option for forgot my pin, I am able to try 1 pin at a time and then I need to restart it and put in the A1B2C3 code to try another pin after restarting. I've looked online for help, when I hold the shift button down and then press restart the further support options such as trouble shoot don't come up it just restarts. I have tried calling Microsoft, tried customer support so that they call me but unfortunately U haven't gotten a response. What else can I do?

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Answer 1

If you are unable to sign into your Surface laptop using your PIN or facial recognition, and you don't have an alternate sign-in method available, you can try the following steps:

Reset Your PIN from the Lock Screen:
- On the lock screen, expand the Sign-in options link and select the PIN pad icon.
- Choose I forgot my PIN from the PIN credential provider.
- Follow the prompts to authenticate and reset your PIN. If you are using a Microsoft Entra hybrid joined device, ensure you have corporate network connectivity to complete this process.
Using an Alternate Credential: If you have another sign-in method set up (like a password), try using that to log in.
Accessing Recovery Options: If the above methods do not work, you may need to access recovery options:
- Restart your device and try holding down the Shift key while selecting Restart. This should bring up recovery options. If it does not, you may need to use a recovery USB or reinstall Windows if you have that option available.
Contact Microsoft Support: Since you mentioned having trouble reaching Microsoft support, consider trying again or using their online support options for further assistance.

Make sure to document any error messages you receive, as this information can be helpful when seeking support.

References:

Answer 2

On the sign-in screen look right below where it asks for your PIN — there should be a small "Sign-in options" link. Click that and look for a password icon. If you can sign in that way using your regular Microsoft email and password, you're back in and can sort the PIN out from inside Settings.

Next time it pops up after a failed PIN attempt, don't just focus on the code — look carefully at the bottom of that screen for a small link that says something like "I forgot my PIN" or "Reset PIN."

Since you're locked out, try this instead — hold the power button down hard for about 10 seconds until the laptop shuts off completely. Turn it back on, and then force shut it off again as soon as you see the Windows logo. Do that three times in a row and Windows should automatically drop you into a recovery screen where the Troubleshoot options will finally appear.

If there's a physical Microsoft Store near you, just walk in — the in-person support team deals with exactly this kind of lockout issue regularly and can often sort it quickly. Second, try messaging @MicrosoftHelps on X

As a last option, you can do Windows Reset: choose the option that keeps all your personal files, photos and documents intact. It essentially just wipes the account and PIN problem away and lets you start fresh with your login.

Microsoft Reference Article:

Change or reset your PIN in Windows