@Samantha Defreitas, Thanks for posting in Q&A. From your description, it seems the Pin is unable to access. If so, I think you can reset the PIN. After researching, I find the following link mentioned how to reset the PIN on windows device: for your reference
Hope the above information can help.
If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".
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.