locked out of my dell win11 laptop

Robert Dore 0 Reputation points
2026-08-29T18:13:24.69+00:00

I did something to my dell win11 laptop, (trying to delete a user account that injected itself and now won't let me delete it or control it - despite properties/security give me control over everything). Now when I try to sign in it says something like "can't use windows hello until you set up a pin." I go to sign-in options, click the key symbol, it asks for a password. I don't know what password it is looking for - the one for my msft account, the one for the email I use with my msft account, or ...? I signed into my msft account on a different laptop and changed my msft password. When I tried to sign into my Dell laptop it won't accept the new password. Help! And thank-you.

Windows for home | Windows 11 | Accounts, profiles, and login
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  1. Horace Wiggins 530 Reputation points
    2026-09-11T11:37:41.57+00:00

    Have you checked with the Dell Community and with those that have and use the same computer that you have?

    Do you have and use Dell Support Assist?

    https://www.dell.com/support/contents/en-us/article/product-support/self-support-knowledgebase/software-and-downloads/support-assist/SupportAssist-for-Home

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  2. Clary-N 15,745 Reputation points Microsoft External Staff Moderator
    2026-08-31T01:53:37.98+00:00

    Hi Robert Dore,

    Based on the information you've provided, I'd first suggest checking whether the AI Answer's recommendations help resolve the issue. If you've already tried them, please let me know which steps you've completed and what happened afterward.

    To better understand the situation, could you clarify the following?

    • Does the account shown on the sign-in screen display your Microsoft account email address or only a local username?
    • When you select the Password sign-in option and enter the password, do you receive a specific error message or is the password simply not accepted?
    • Are there any other user accounts on the laptop that you can still sign in with?
    • You mentioned attempting to remove another account before this started. Do you recall whether it was a local account, Microsoft account or work/school account?

    The answers to these questions may help determine whether the issue is related to Windows Hello, the account used to sign in to Windows or changes made to the user accounts on the device.

    I look forward to your reply.

    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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  3. AI answer

    2026-08-29T18:13:39.2166667+00:00

    On the Windows sign-in screen, the password option is looking for the password of the account used to sign in to Windows. If the device is using a Microsoft account, use that Microsoft account password.

    After changing a Microsoft account password, Windows 11 may require one successful sign-in with the updated Microsoft account password before Windows Hello PIN or fingerprint works again. Make sure the Dell laptop is connected to the internet, then:

    1. At the sign-in screen, select Sign-in options.
    2. Choose the Password option instead of PIN or Windows Hello.
    3. Enter the updated Microsoft account password.
    4. If sign-in succeeds, go to Settings > Accounts > Sign-in options and set up the PIN again.

    If the password still is not accepted:

    1. Restart the laptop. A restart can clear temporary sign-in issues.
    2. Keep the device connected to the internet and try the Password sign-in option again.
    3. On the sign-in screen, look for I forgot my password or I forgot my PIN to start the reset process.
    4. If Microsoft account sign-in issues continue, use the Sign-in helper: Sign-in helper

    Important supported limitation: Microsoft support cannot retrieve or circumvent a lost or forgotten password, and support agents cannot send password reset links or access and change account details.

    References:

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

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