How do I get past this issue: Keep being asked for a PIN to log in & use Office products, but I have never set one up and don't have one?

Bruce K 0 Reputation points
2026-09-12T11:25:38.8533333+00:00

I have a 5 device subscription to Office 365 and use it on 2 devices. I have downloaded it to a 3rd device but when I attempt to open Excel or Word it wants me to sign into Microsoft. I do this but get stuck as although I have used my password and several code verifications sent to each of my email addresses and phone number, it keeps insisting I put in a PIN or it won't allow me to use the products. 1/ I have paid for the subscription. 2/ I have put in my account details and the sent pass codes what feels like a bazillion times. 3/ I still cannot get past this PIN issue. 4/ I have no PIN set up and CANNOT set up another one to save my life. 5/ When I try to set up a PIN the only option seems to be some kind of passkey through a flash drive which I DO NOT HAVE NOR WANT and yet apparently this option is the only place to add a PIN, yet it won't let me. 6/ I am going around in circles. 7/ Does it feel like you are yet? Cos that's how it feels. 8/ PLEASE LET ME USE THE SUBSCRIPTION I HAVE PAID FOR. 9/ How do I get past this PIN issue?

Windows for home | Windows 10 | Windows Hello, lock screen and sign-in
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  1. Thomas4-N 21,545 Reputation points Microsoft External Staff Moderator
    2026-09-13T07:02:05.5566667+00:00

    Hello Bruce K,

    If you have already checked and there is no Windows Hello PIN configured on the device, then the prompt is likely not asking you to enter an existing PIN. It may instead be part of a Windows Hello or passkey setup process that is being triggered during Microsoft account sign-in.

    Could you provide a screenshot of the exact screen that is asking for the PIN, with any personal information removed?

    The wording and options shown on that page are important because they can help determine whether this is:

    • A Windows Hello PIN setup prompt

    • A passkey or security key enrollment prompt

    • A Microsoft account sign-in flow

    • Something specific to the Office sign-in process

    At the moment, it is difficult to tell which sign-in method is actually being requested, and that will determine the correct next step. Thanks.

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  2. Abhishek U 165 Reputation points
    2026-09-12T11:40:44.9866667+00:00

    Hello @Bruce K

    The PIN prompt you’re seeing is the Windows sign‑in PIN, not an Office‑specific PIN.

    It is the PIN that you use to Login to the Device.

    what’s happening is that Windows is enforcing its Hello sign‑in method (PIN, fingerprint, or security key) before letting apps like Word/Excel use your Microsoft account.

    1. Go to Settings → Accounts → Sign‑in options.
    2. Under PIN (Windows Hello), see if a PIN is set.

    If its set you need to enter this PIN.

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