Forgotten pin and password

Mesrob Baghdasaryan 0 Reputation points
2026-08-22T14:43:37.69+00:00

I am locked out of my laptop and can't remember the password to unlock it. I have reset my Microsoft password on another device and that does not appear to be the password to unlock the screen on my laptop. I have reset the pin before being locked out and the issue started after restarting windows When I open my laptop I can see my usual login face and am prompted for the password that I can't remember and askingme to set a new pin but it'snotoperational. Please help.

Windows for home | Windows 10 | Windows Hello, lock screen and sign-in
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  1. Hendrix-V 18,515 Reputation points Microsoft External Staff Moderator
    2026-08-23T03:28:42.6033333+00:00

    Hi Mesrob Baghdasaryan,

    It sounds like the password reset may have completed successfully, but the laptop could still be expecting a different sign-in method or account than the one that was updated. Since you've already reset the Microsoft account password and the PIN reset option isn't working, it would help to narrow down how the device is configured before trying more recovery steps.

    Could you confirm the following:

    1. On the sign-in screen, do you see an email address (Microsoft account) or only a username?
    2. Is the laptop connected to the internet from the sign-in screen (Wi-Fi or Ethernet)?
    3. When you enter the newly reset password, do you receive an error message? If so, what is the exact wording?
    4. Are there any other sign-in options available besides the PIN prompt?

    These details can help determine whether the device is using a Microsoft account, a local account, or if the sign-in credentials have not yet synchronized after the password change.

    Let me know if you need further assistance, feel free to ask me by clicking "Add Comment" or "Add Answer" if you cannot add comment so your response will be visible. Thanks for your effort.

    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

    2026-08-22T14:43:54.7566667+00:00

    Because the Microsoft password was already reset on another device, the next step is to try signing in with that new password instead of the old PIN.

    1. On the Windows sign-in screen, select Sign-in options.
    2. Choose the Password option if it appears.
    3. Enter the newly reset Microsoft account password.
    4. After sign-in succeeds, go to Settings > Accounts > Sign-in options.
    5. Under PIN (Windows Hello), select I forgot my PIN or set up the PIN again.

    If Windows is forcing PIN setup or the PIN is not working:

    1. On the sign-in screen, select I forgot my PIN if that option is available.
    2. Complete the identity verification steps.
    3. Create a new PIN.

    If the password field is shown instead of the PIN field:

    1. Use Sign-in options to switch to Password.
    2. Sign in with the Microsoft account password that was reset.

    If the new Microsoft password still does not work:

    1. Reset it again from the Microsoft account recovery flow: Reset password
    2. Verify identity with the security code.
    3. Enter the code and create a new password.
    4. Back on the laptop, use Sign-in options and try the Password sign-in again.

    If the account is a local Windows account instead of a Microsoft account, the password reset is different:

    1. On the sign-in screen, select the arrow next to the password box.
    2. Select OK > Reset password.
    3. Answer the security questions for that local account.

    Important: Microsoft support cannot retrieve or bypass a forgotten password, and support agents cannot send password reset links or change account details.

    References:

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

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