HP laptop window 10 refuses to recognize pin or password

Remona Moore 5 Reputation points
2026-04-13T19:20:08.4833333+00:00

I have a HP laptop this device I used to set up my windows 10 account it's been some time since using this device due to the fact it refuses to recognize my save password or which is saved in my Microsoft account nor will it allow me to create another the system is repeatedly asking me to insert a password UBS drive or a disc upon inserting these devices it tells me that the device it's not accurate can someone please help it would be greatly appreciated

Windows for home | Windows 10 | Desktop, Start, and personalization | Start Menu

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  1. AI answer

    2026-04-13T19:20:22.5166667+00:00

    Follow these steps in order, using another device (phone or PC) when needed:

    1. Reset the Microsoft account password
      • On another device, go to the Microsoft password reset page: Reset password.
      • Choose I forgot my password and complete the verification steps.
      • Confirm that signing in to the Microsoft account on the web now works.
    2. Try signing in to Windows with the updated password
      • On the HP laptop, power it on to the Windows sign‑in screen.
      • If it shows the PIN box, select Sign‑in options and choose the password icon.
      • Enter the new Microsoft account password (not the old one, and not the PIN).
    3. If the PIN is the problem, reset the PIN from the sign‑in screen
      • At the PIN prompt, look under the PIN box for I forgot my PIN.
      • Select it and follow the instructions to reset the PIN for that Microsoft account.
      • If I forgot my PIN is not shown, switch to password sign‑in (as above), sign in with the password, then:
        • Open Settings > Accounts > Sign‑in options.
        • Remove the existing PIN and create a new one.
    4. If both PIN and password fail and it is a local account
      • If the account is a local (non‑Microsoft) account and the password is forgotten, use the sign‑in screen password reset flow:
        • On the sign‑in screen, select the password entry option.
        • Select OK, then Reset password.
        • Answer the security questions configured when the local account was created.
        • If a password reset disk was created earlier, choose Use a password reset disk and follow the prompts.
    5. If still unable to sign in
      • Use the Windows sign‑in troubleshooting article to identify the exact issue and follow the linked flows for PIN, password, or Microsoft account problems.

    References:

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  2. Clary-N 16,295 Reputation points Microsoft External Staff Moderator
    2026-04-14T07:20:15.8133333+00:00

    Hi Remona Moore,

    In addition to the steps already suggested above, you may also try to start the device in Safe Mode with Networking and sign in using your Microsoft account (MSA) password. Starting Windows in Safe Mode can sometimes allow access if the issue is related to Windows Hello PIN components or other sign‑in services.

    Please try the steps below:

    1. On the Windows sign‑in screen, select the Power icon.
    2. Press and hold the Shift key on your keyboard, then select Restart.
    3. After the device restarts to the Choose an option screen, select: Troubleshoot > Advanced options > Startup Settings > Restart
    4. When the Startup Settings menu appears, press: 5 or F5 – Enable Safe Mode with Networking

    *Note: PIN sign‑in is not available in Safe Mode. Please use your Microsoft account password instead.

    Additionally, please let me know if there is any important data stored on the device that needs to be backed up, so we can take this into account before suggesting any further recovery options.

    Please keep me posted on the outcome.

    If you have extra questions about this answer, please click "Comment".  

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