Surface Laptop PID issues.

There are a few possibilities:

The machine was already set up before you received it — for example, it may have been opened, configured, returned, or previously assigned to someone.

Windows setup was interrupted and the device retained a partially created Windows Hello profile.

The Surface was previously associated with another Microsoft account/user.

Less commonly, Windows Hello provisioning has become corrupted.

If this was genuinely sold to you as a new Surface, I would first want to determine whether Windows is showing your Microsoft account or somebody else's account.

If you are at the Windows sign-in screen, look underneath the PIN box for:

I forgot my PIN

Microsoft specifically provides this option to reset a PIN when you cannot sign in.

Also click:

Sign-in options

and see whether you are offered the password sign-in option instead of PIN. Microsoft confirms that if PIN reset isn't available, you can use the account password and then reset the PIN from Windows.

Change or reset your PIN in Windows

If someone else set this laptop computer up with a PIN, then that raises a whole new question; like why was I sold a used computer as new?