Re-enter your credentials for syncing

Arpita Zanwar 0 Reputation points
2026-09-03T06:57:39.8333333+00:00

what to do 2 days back i was not able to open my laptop with pin and fingerprint because of this how to resolve

Windows for home | Windows 10 | Windows Hello, lock screen and sign-in
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  1. Horace Wiggins 530 Reputation points
    2026-09-03T11:47:42.6933333+00:00

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  2. Vikki-T 9,235 Reputation points Microsoft External Staff Moderator
    2026-09-03T11:25:38.7533333+00:00

    Hi Arpita Zanwar,

    I understand how concerning it can be when both the PIN and fingerprint options suddenly stop letting you access the laptop.

    At this point, I recommend that you review and try the steps provided in the AI generated answer on your thread. That reply typically includes the most relevant checks for this scenario. 

    The “Re-enter your credentials for syncing” message may be related to your account credentials, while the PIN and fingerprint are Windows Hello sign-in methods. To narrow this down, could you let me know:

    • Can you select Sign-in options on the lock screen and sign in with your account password?
    • What exact error message appears when you try the PIN or fingerprint?
    • Are you using a personal Microsoft account, a local account, or a work or school account?
    • Did the issue begin after a Windows update, password change, or account security change?

    In the meantime, make sure the laptop is connected to the Internet from the lock screen and then try signing in with the password option. If you can access Windows, go to Settings > Windows Update > Check for updates, install any available updates, and restart the device. You can also open Device Manager > Biometric devices, right-click the fingerprint reader, and select Update driver.

    If this is a company or school-managed laptop, please contact the organization’s IT administrator before removing or reconnecting the work account, since Windows Hello settings may be controlled by organizational policy.

    For the PIN recovery options, you can also refer to Microsoft’s guide: Change or reset your PIN in Windows Thank you so much for your understanding.     

    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

    2026-09-03T06:58:02.84+00:00

    If PIN and fingerprint suddenly stopped working, use the password to sign in first, then try these steps in order:

    1. Restart the laptop Temporary sign-in issues can be cleared by a restart. If updates are pending, use Update and restart.
    2. Reset the PIN Go to Start > Settings > Accounts > Sign-in options.
      • In Windows 10, select Windows Hello PIN and choose I forgot my PIN.
      • If prompted to create the PIN again, create it again.
      • If PIN creation fails, sign out and sign back in, then try creating the PIN again.
    3. Remove and set up fingerprint again Go to Start > Settings > Accounts > Sign-in options > Windows Hello Fingerprint.
      • Select Remove
      • Then select Set up to register it again
      • It can also help to select Add another fingerprint
    4. Check the fingerprint reader conditions
      • Use the same finger originally enrolled
      • Make sure the finger is clean and dry
      • Place the finger flat in the middle of the fingerprint power button with light pressure
      • If there is dirt or oil on the button, wipe it with a lint-free cloth
      • Do not use glass cleaner or cleaning chemicals on the fingerprint power button
      • If the finger has a scar or damage, enroll a different finger
    5. Install Surface updates if this is a Surface device Open the Surface app and expand Help & support to check update status, then select Check for updates if updates are available.
    6. If Windows Hello worked before and then stopped after a recent app, driver, or update A restore or reset may be needed. This is more disruptive, so use it only after the steps above.

    If the laptop also does not allow PIN reset, sign in with the password and use the Windows sign-in recovery options for PIN or password issues.

    References:

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

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