Incorrect PIN in Windows Hello, Windows Security

Question

Incorrect PIN in Windows Hello, Windows Security

Orestes Alexander 0

I am trying to connect to the Windows apps on a new device, but whenever I try to enter my Cloud or Word, it asks me for the Windows Hello verification. And this is done via a PIN code. So I went on my previous computer and set up a PIN code for the Gmail account, however any time I try and type that code in, it never gets accepted. I changed the PIN but to the same effect. I cannot activate any app from the Microsoft Office Pack, thus rendering my laptop useless for the time being.

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2 answers

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Answer 1

Manoel Barros 21,815 Independent Advisor

Hi!

Which version of Office are you licensed for?

Did you set up your computer yourself, or did someone else set it up for you?

Did Office come pre-installed, or did you install it yourself?
Is this the same Gmail account you use for Office and your main Windows installation?

Have you tried a different verification method? Besides the PIN, you can use your password. Click on "Sign-in options" and select the password option.

The PIN is specific to each computer, so changing it on another device won't work.

Orestes Alexander 0 Reputation points

2026-09-16T22:57:47.3366667+00:00

Hello, thank you for going through the motions in your answer!

My versions are Microsoft 365 Personal and Office 11. I didn't do the whole installation process myself though.

When I select 'log in with your password', that's the correct password, but immediately after, the pop-up says I need my PIN as well.

I changed the PIN from my new computer yet it still won't work.

Can I somehow bypass this whole additional verification or postpone it? Thank you for your help so far.
Manoel Barros 21,815 Reputation points Independent Advisor

2026-09-17T01:24:46.4233333+00:00
Thanks!

When you say "Office 11," are you referring to Office 2011 or Windows 11?

You mentioned that you didn't go through the entire setup process. It is important to know whether you set it up or not, because the person who did the setup might have enabled an option or set a password that you aren't aware of.

However, since you mentioned changing the PIN, it should work. Are you able to sign in to the Microsoft Store and Windows?

Press Windows + R > Type wsreset.exe > Click the user profile icon in the top-right corner > Sign in > Check if the same problem occurs.

Press Windows + I > Click Accounts > Your info > Check if it shows "Local Account" or your email address below the photo (it is worth verifying that the email is correct).
Orestes Alexander 0 Reputation points

2026-09-17T09:59:17.2333333+00:00

Oh right. Windows 11 and Office 2011.

I don't know all the details about the setup because I was away for college. So I'll try describing things as accurately.

In the Microsoft Store, the problem repeats.
It only allows me to connect with WS Hello. Even if I put my password in, the next step is that PIN code. The PIN that I changed on this laptop does not work.
If I choose to set up this option later, the whole stuff closes, citing an error.

In the Settings, there are two accounts connected. One is my personal account, the other is a burner account created by the guy who did the initial setup. For the burner, which acts like a base account, 'all apps need to ask to use this account'. Option cannot be changed.
Manoel Barros 21,815 Reputation points Independent Advisor

2026-09-17T15:57:17.5833333+00:00
Thanks for details! Your PIN isn't working because the account that isn't yours is set as the primary one. Try this:

Open Windows Settings > Accounts > Your info > Under Microsoft account, click Sign in as a local account.

Click Next > Enter your email or Windows login password.

For this part, you will need the password for the email account the other person created, so you will need to get in touch with them. Without this information, you cannot log out of the account.

Enter your user information > Next > Sign out and finish.

After unlinking your email account from Windows, restart your PC > When it starts, relink your email account.

Answer 2

Windows Hello PIN is device-specific. A PIN created or changed on the previous PC does not automatically work on a new device. For the new laptop, sign in with the account password if that option is available, then set up or reset the PIN on that device.

Recommended steps:

On the sign-in or verification prompt, select Sign-in options and choose Password instead of PIN if available.
After signing in, go to Start > Settings > Accounts > Sign-in options.
Under PIN (Windows Hello), select I forgot my PIN and complete the reset flow.
If a PIN already exists on the device, remove it and create it again from Settings > Accounts > Sign-in options > PIN (Windows Hello).
If PIN setup fails, sign out and sign back in, then try creating the PIN again.
If prompted to create a PIN again after already having one, check for system updates and then retry.

If the device is a work or school-managed setup, PIN reset can depend on network connectivity. For some deployments, the device must be connected to the corporate network to reset the PIN.

If fingerprint or face sign-in is also failing, reset the PIN from the lock screen under Sign-in options by removing the PIN and adding it again.