Cant login on my compter

Question

Windows hello stopped working. Ive forgotten my pin and computer password and cannot get into my computer. Hints dont work as i cant remember what it meant. Resetting my Microsoft password didnt help. Will Hello start working after 24 hours? How can i get in??

Answer 1

Hello Jenifer Jirele,

Welcome to Microsoft Community.

From your description, it appears that you logged in using a Microsoft account.

Then you did the right thing by resetting your Microsoft account password, which is exactly what we would recommend you do. After resetting the password of the account, please check whether the new password of the account is valid on the webpage:

account.microsoft.com ****

If the new password has taken effect, it means that the process of resetting the password has been successful, and it is important to pay attention to whether the new password has taken effect on your Surface.

It may take some time for the new password to sync to this device, depending on the network environment of the device, and it may be verified the next time you try.

However, there is another possibility that your new password will not work on this device anyway, so there is only one last option left, which is to reset your Surface back to factory state using the Surface recovery drive:

Creating and using a USB recovery drive for Surface - Microsoft Support ****

You will need to find a separate Windows device to restore the creation of the drive.

The difference between this step and the Reset feature in Settings is that you do not need to verify the password for the administrator account.

Best Regards,

Mitchell | Microsoft Community Support Specialist