Forgotten pin and password

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:

• Change or reset your Microsoft account password in Windows
• PIN reset
• Reset a forgotten Microsoft account password
• Forgot pin - Microsoft Q&A
• Troubleshooting PIN Login Issues on Laptop - Microsoft Q&A