Computer access using 4 digit pin denied

Question

My business (GC) changed, so I went into MS & updated my account to my new business email (.after 10 months of no issues). I have access to my MS accounts, business & work, Xbox, iPad, but not my Lenovo computer. I set my computer up using my business, GC. Now my computer does not recognize my face & pin, I get error “ your credentials cannot be verified”. So computer screen goes to MS login, I enter in my new business email, but it doesn’t recognize the passkey. I created a new passkey, also with no success.

I’ve tried setting up a pin through MS, but it defaults to passkey setup only.

Thank you, 5 hours into this with no luck.

[Moderator note: PII removed] 

Answer 1

Hi Lisa,

Thanks for reaching out to Microsoft Q&A. I understand that your Windows cannot verify your old sign‑in credentials after the account change. Please try the following steps:

1, Sign in using the “Forgot my PIN” option. On the Windows sign‑in screen, select Forgot my PIN > follow the prompts to reset.

2, Try switching to password entry. On the sign‑in screen, select Sign‑in options > choose Password instead of PIN or Passkey.

3, Check if the device is offline and sign in with cached credentials. Disconnect Wi‑Fi or unplug Ethernet > try entering your old password or old PIN. (Windows sometimes accepts cached credentials offline.)

4, Log in using Safe Mode. Hold Shift while selecting Restart > Troubleshoot > Advanced options > Startup Settings > Restart > press 4 for Safe Mode. • Try signing in using the password or the “Forgot my PIN” flow.

5, Use another admin account if available. If any other admin account exists on the device, sign in > go to Settings > Accounts > Sign‑in options > PIN (Windows Hello) > Remove > Add.

6, If the device was originally joined to your old business domain (GC. The old identity may still be cached. If Safe Mode works, go to: Settings > Accounts > Access work or school > Disconnect the old work account > Re‑add your new business account.

7, If none of the above works. You may need to perform a local password reset using Windows Recovery Environment. This keeps files if you choose Keep my files. Hold Shift > Restart > Troubleshoot > Reset this PC > Keep my files.

The initial response might not address the problem. So, if your problem persists or you need any assistance, feel free to ask me by clicking "Add Comment" or "Post Answer" if you cannot add comment. This helps me can read your follow up. Thanks for your effort. 

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