May I chat to a real person?

ngap loh 0 Reputation points
2026-09-17T06:40:49.7433333+00:00

I had your agent helped me this morning with resetting PIN, but now I could not log into my computer using PIN. The case no, [moderator's note: PII removed]

Windows for home | Windows 11 | Settings
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  1. Vikki-T 10,285 Reputation points Microsoft External Staff Moderator
    2026-09-17T12:42:32.3566667+00:00

    For your privacy and security, I have covered the personal information included in your post. Please avoid sharing any personal or sensitive information publicly, such as serial numbers, order details, email addresses, phone numbers, or case-related information.

    Hi ngap loh,

    I understand how frustrating it must be to have the PIN reset earlier, only to find that you still cannot sign in to your computer.

    Since you already have an existing support case, please contact Microsoft Support again and provide your case number. Ask the next available agent to review and continue working from that case rather than opening a new one. This should allow the agent to check the previous notes and avoid asking you to repeat the same information and troubleshooting steps, which may help save time.

    You can contact Microsoft Support here: https://support.microsoft.com/contactus 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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  2. AI answer

    2026-09-17T06:41:07.7333333+00:00

    Yes. For a Windows PIN sign-in problem, these are the supported paths:

    1. Try a PIN reset from the sign-in screen:
      • Select Sign-in options
      • Select the PIN pad icon
      • Select I forgot my PIN
      • Complete the authentication steps, then create a new PIN
    2. If another sign-in method works, reset the PIN from Windows:
      • Open Settings > Accounts > Sign-in options
      • Select PIN (Windows Hello) > I forgot my PIN
      • Follow the prompts to reset it
    3. If Windows asks to create a PIN again after one already existed, or PIN creation fails:
      • Sign out and sign back in, then try creating the PIN again
      • Check for system updates
    4. If a live person is needed, use Microsoft Support chat:
      • Go to the Microsoft Support contact page
      • In the search box, type agent support or Chat with an agent
      • Select Contact Support
      • Choose Windows and Technical Support
      • Select Chat with a support agent in your web browser

    For Windows Hello on Microsoft Entra hybrid joined devices, PIN reset may require corporate network connectivity to domain controllers, and in some deployments also to federation services.

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

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