How to get into Windows 10 machine.

Rachel Johnson 10 Reputation points
2026-09-01T18:21:32.7033333+00:00

I put Windows 10 Pro back on my machine. Now I can't get into it. I don't know if it is looking for the same email and password, or pin number as before. I have tried them, though, and it will not work.

Windows for home | Windows 10 | Windows Hello, lock screen and sign-in
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  1. AI answer

    2026-09-01T18:21:50.26+00:00

    Try the sign-in methods in this order:

    1. On the Windows sign-in screen, enter the password for the Microsoft account previously used on the PC if the account is a Microsoft account. If Windows Hello was set up before, also try Sign-in options and choose PIN.
    2. If the password or PIN is not accepted, use the links on the sign-in screen:
      • I forgot my password for a Microsoft account password reset
      • I forgot my PIN for a PIN reset
    3. If the PC uses a Microsoft account and the password is no longer working, use the Sign-in Helper tool: Sign-in Helper
    4. If verification codes are part of the sign-in and they are not arriving, use the Microsoft verification code troubleshooting steps.
    5. Restart the device. If updates are pending, use Update and restart.
    6. Make sure the device is connected to the internet from the lock screen by selecting Network. Some sign-ins may fail without internet access.
    7. If sign-in still fails, start in Safe Mode with Networking:
      • On the sign-in screen, hold Shift and select Power > Restart
      • Go to Troubleshoot > Advanced options > Startup Settings > Restart
      • After restart, select 5 or press F5 for Safe Mode with Networking
      • Note: in Safe Mode, PIN and biometric sign-in are unavailable; only password sign-in works
    8. If there are multiple accounts on the device, try another account from the lower-left corner of the sign-in screen, or choose Other user and enter that account’s credentials.

    Important: Microsoft support cannot retrieve or bypass a lost or forgotten password. If the self-service reset options do not work, use the account recovery and sign-in helper paths only.

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

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  2. Hendrix-V 18,605 Reputation points Microsoft External Staff Moderator
    2026-09-02T05:31:37.55+00:00

    Hi Rachel Johnson,

    It sounds like Windows may be expecting a different sign-in method than the one you're trying. Since you recently reinstalled Windows 10 Pro, one thing worth checking is whether the account shown on the sign-in screen matches the account that was previously used on the device.

    Please try these checking steps:

    1. On the sign-in screen, select Other user (if available).
    2. If you previously used a local account, enter the username instead of your email address.
    3. If you used a Microsoft account, verify that the email address displayed matches the one you expect to use.
    4. If you recently changed your Microsoft account password, restart the PC and sign in with the current password rather than a PIN.
    5. If BitLocker recovery is being requested instead of a normal sign-in, locate your recovery key through your Microsoft account or backup records.

    If the account shown on the sign-in screen doesn't look familiar, let us know exactly what sign-in options are available and whether you performed an upgrade, reset, or clean installation. That detail can help narrow down the next steps.

    I understand how frustrating it can be to be locked out of a system after reinstalling Windows. Hopefully one of the checks above helps identify which account Windows is expecting, and the community will be glad to help further if you can share a screenshot or additional details.

    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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