Surface Pro 4 Password Reset

Question

I am unable to login to surface pro through my fingerprint option as well as PIN number.  I tried to reset password but it requesting a USB drive.  How could I reset my password without losing all important files that I saved on the laptop?

Thanks

**Moved from:  Surface  / Surface Pro 4  / Install, update, and repair**

Answer 1

Hi AjiBade,

This issue may be due to recent changes made on your Surface and it sounds like you had previously created a Password Reset Disk. Do you have this USB disk available to use to reset the password?

If not, if you're on Fall Creators update, you can try to reset your PIN from the Lock screen. Here's how:

1. In the Lock screen, click the I forgot my PIN link. (If you have multiple accounts, make sure to select the correct account first.)
2. Type your Microsoft account password.
3. Click Next.
4. Select the recovery email address from the drop-down menu.
5. Complete the hidden part of the email challenge.
6. Click Next.
7. On your phone or using another computer, using the recovery email account check for the Microsoft account code and enter it to verify your identity.
8. Click Next.
9. Click Continue.
10. Set up your new PIN.
11. Click OK.

Once you've completed the steps, you'll be back on the sign-in screen, where you can use the new PIN to unlock your device. If the password reset option isn't available on the Lock screen, it's likely because you're not running the Fall Creators Update yet.

You can find additional steps at Reset your Windows 10 local account password.

If you weren't able to reset the PIN and still can't login, we recommend that you contact our Answer Desk for assistance. Let us know if you have any additional concerns.

Regards.

Answer 2

Hi Ajibade,

It appears that you've been locked out. Do you recall any changes made on your Surface device prior to this issue? Did you recently update your Windows OS? Is it asking for a BitLocker recovery key? If yes, then go here to find your BitLocker recovery key.

If still no go, then let's go ahead try these steps: 

1. Switch off (press and hold the power button) your Surface device 3 times.
2. On the 3rd time, you'll see these options: Troubleshoot > Advanced options > Startup Settings > Restart.
3. It will restart and will give you an option to enter Safe Mode.
4. After booting in Safe Mode, it should prompt you to log in your password.
5. Log in and uncheck the "Safe Boot" in MSConfig.
6. After another restart, it will prompt you again to enter your password to log in.

We're here if you need more help.

Answer 3

If it´s a Microsoft account you want to log in to, try logging on on accounts.microsoft.com , if it works there, it should work on the PC.

Answer 4

finding it difficult to unlock my tablet.....i have files I do not want to lose.  Is there a way I can reset Windows Hello password, PIN without losing my files?

Answer 5

I logged in into microsoft that is how I am able to use this platform to ask questions