Try these steps from the Windows sign-in screen:
- Select Sign-in options and switch from PIN to Password.
- Sign in with the password for the Microsoft account used on the laptop.
- If the password is also forgotten, use I forgot my password on the sign-in screen, or recover the account here: Recover your account.
- If the PIN option is available, select I forgot my PIN and follow the prompts to reset it.
- If verification codes are required and the usual device is unavailable, select Sign in another way and use an alternative verification method if one was set up.
- If none of the above works, restart the device. If updates are pending, use Update and restart.
Important:
- Microsoft support cannot retrieve or bypass a lost or forgotten password.
- If the Microsoft account username or password has stopped working, verify the correct email domain and spelling, and try any alternate alias or phone number on the account.
- If the account still cannot be found or recovered, use Contact support.
- User Account Access in Windows
- Troubleshooting PIN Login Issues on Laptop - Microsoft Q&A
- My username and password have stopped working
- Use a screen reader to set up and troubleshoot multifactor authentication
- Troubleshoot Problems Signing In to Windows
- Change or reset your Microsoft account password in Windows