I am locked out of my Surface Pro.

Beverly Pleasant 0 Reputation points
2026-07-07T02:07:35.2133333+00:00

I have tried using my face recognition and it isn't working. My pin isn't working either. It continues to give me the same challenge phrase, when used it ask for pin again and then states that I've tried too many times.

Surface | Surface Pro | Safety and security
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  1. Lychee-Ng 27,860 Reputation points Microsoft External Staff Moderator
    2026-07-07T10:59:43.9+00:00

    Hi Beverly Pleasant, 

    I understand how frustrating it must be when both Windows Hello sign-in methods suddenly stop working. Just wondering, have you tried the steps provided by the AI answer? If those did not help, and before considering a Surface reset, I do have a few additional suggestions. To make sure we're on the same page, it'd be helpful if you can confirm: 

    • Are you signing in with a Microsoft account or a local account? 
    • Do you know the password for it, or other way to verify it if you're using a passwordless option? 
    • On the sign-in screen, do you see Other sign-in options at all? Or only the Windows Hello options are shown, with no password field available? 

    If it's the latter case, this usually means the Windows Hello data is corrupted or/and the sign-in UI is stuck. A common path at that point is to try to remove the Windows Hello data completely and then set a new one. Please follow the steps below carefully: 

    1. You need to enter Windows Recovery Environment: 
      1. On the sign-in screen, hold Shift and select Power > Restart
      2. Or power off your Surface, press + keep holding Volume Down > press Power button 
      3. However, if it doesn't work, you might need to boot from a bootable USB to force the Surface into WinRE. 
    2. Then go to Troubleshoot > Advanced options > Command Prompt 
    3. Run these commands one by one: 
      1. diskpart
      2. list vol
      3. exit
    4. Look for the volume that contains the Windows folder - often C:
    5. Then run the following commands (replace C: with the correct letter if different) 
      1. cd /d C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft
      2. dir
      3. ren Ngc Ngc.old
    6. Then restart the PC > see if you have the option to sign in with password now. 

    If any of the commands fails, reply back with the exact error text and I’ll see if there are additional commands or other solutions that may help.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

    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.

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  2. AI answer

    2026-07-07T02:08:01.53+00:00

    Since both facial recognition and PIN are failing and the device is rate-limiting sign-in attempts, use the password and then repair Windows Hello.

    1. On the Surface Pro sign-in screen, select the option to sign in with your password (not PIN or Windows Hello). If the password option is hidden, select Sign-in options and choose the key/password icon.
    2. After signing in with the password, make sure Windows Hello is properly configured and up to date:
      • Open Start > Settings > Accounts > Sign-in options.
      • Confirm that Facial recognition (Windows Hello) and PIN (Windows Hello) are set up. If not, set them up again.
      • Use the Improve recognition option for face sign-in:
        • Go to Start > Settings > Accounts > Sign-in options > Facial recognition (Windows Hello) > Improve recognition.
    3. If fingerprint is used (Surface Pro with Type Cover fingerprint reader or external reader):
      • Detach and reattach the keyboard if the fingerprint reader is on the Type Cover.
      • Then go to Start > Settings > Accounts > Sign-in options > Fingerprint recognition (Windows Hello) and either Add another fingerprint or Remove and Set up again.
    4. If the PIN still does not work:
      • Sign in with the password.
      • Go to Start > Settings > Accounts > Sign-in options > PIN (Windows Hello).
      • Select I forgot my PIN and follow the steps to reset it.
    5. If Windows Hello was working before and recently stopped, a driver, app, or update may be the cause. In that case, consider a repair/reset:
      • Follow the guidance in Restore or reset Surface for Windows to perform a repair or reset if other steps do not resolve the issue. Be aware that some reset options can remove apps or data, so review the reset type carefully.
    6. Ensure the Surface has the latest firmware and Windows updates:
      • Open the Surface app (install it from Microsoft Store if needed).
      • In Help & support, check update status and select Check for updates to install available updates.

    If the account password is also not accepted or unavailable, self-service recovery on the device is limited; in that case, focus on recovering the Microsoft account credentials first, then use the password on the Surface.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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