My wife cannot login with either PIN or password

Peter Middlehurst 0 Reputation points
2026-09-13T15:56:40.5833333+00:00

My wife is logged out of or computer. Neither her PIN or her password work.

Windows for home | Windows 11 | Accounts, profiles, and login
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  1. AI answer

    2026-09-13T15:56:55.5333333+00:00

    Try these steps in order:

    1. Restart the PC from the sign-in screen. If updates are pending, use Update and restart.
    2. On the sign-in screen, make sure the PC is connected to the internet by selecting the Network icon. If Wi‑Fi is unreliable, use Ethernet if available.
    3. Select Sign-in options and try the password instead of the PIN. In Safe Mode, PIN and biometric sign-in are unavailable, so the password is the required method.
    4. If the password was recently changed online, use the current Microsoft account password and stay connected to the internet so Windows can verify it.
    5. If the account is a local account and the password is forgotten, reset it from the sign-in screen:
      • Select the arrow next to the password field
      • Select OK > Reset password
      • Answer the security questions
    6. If the Microsoft account password is not accepted, recover the account here: Recover your account. After recovery, enter the new password on the PC.
    7. If sign-in still fails, start in Safe Mode with Networking:
      • On the sign-in screen, hold Shift while selecting Power > Restart
      • Go to Troubleshoot > Advanced options > Startup Settings > Restart
      • Press 5 or F5 for Safe Mode with Networking
      • Try signing in with the password, not the PIN
    8. If another account exists on the PC, try signing in with that account from the lower-left account list. If successful, check for Windows updates and review the affected account.
    9. If the PIN specifically is failing, use the password to sign in first, then reset the PIN from Start > Settings > Accounts > Sign-in options.

    Important: Microsoft support cannot retrieve or bypass a lost or forgotten password.

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

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  2. Manoel Barros 21,815 Reputation points Independent Advisor
    2026-09-13T17:33:49.5966667+00:00

    Hi!

    Based on your description, I believe you are stuck on the computer's lock screen (where it asks for the password), correct?

    Did the problem occur after an update? Have you not used the computer for a while?

    This issue usually happens because Windows Hello is unavailable for some reason. Try the solutions below:

    1. First, try to solve the problem by following the steps in the link below:

    https://support.microsoft.com/en-us/windows/troubleshoot-problems-signing-in-to-windows-298cfd5f-df1f-c66b-36ad-f2a61a73baad

    1. If the problem persists, please log in to your Microsoft account from the site below using another device (mobile or computer) > Sign in with your Microsoft account > Reset your password through the site.

    https://account.microsoft.com/account?lang=en-us

    1. Restart the computer > Make sure it is connected to the internet correctly > Enter your new password. On the lock screen, click Login Options > Key icon to enter your Microsoft password.
    2. Another solution that may help is to disconnect the Internet or Wi-Fi cable from your PC > Restart your computer > Connect the Internet cable > Restart your computer > Enter the PIN or password again.

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