Windows Login Problem

Question

I am using faceID and PIN as the options to login my windows 11 machine, suddenly it stops recognising my face and I never remember my PIN since long time and even there is no option to recover the PIN but I have active Microsoft account in which I have linked my HP windows machine. Through Microsoft account how can I recover the PIN. Kindly support.

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Answer 1

Hi, thanks for the update.

I'd like to ask if there's the password field or not at all? Did you see "Sign-in options" and when clicking it a key icon appears (password option) or there's nothing, just only the PIN box?

If it's the latter case, this usually means the Windows Hello PIN data is corrupted or/and the sign-in UI is stuck. A common path is to try to remove the Windows Hello data completely and then set a new PIN. Let's try this:

1. From the sign-in screen, hold Shift and select Restart (Power icon > Restart).
   1. This will help you enter WinRE
   2. However, if it doesn't work, you have to enter it manually. The way to force WinRE is different between PC models.
2. Then go to Troubleshoot > Advanced options > Command Prompt
3. Run these commands one by one:
   1. diskpart
   2. list vol
   3. exit
4. Look for the volume that contains the Windows folder (often C:)
5. Then run the following (replace C: with the correct letter if different)
   1. cd /d C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft
   2. dir
   3. ren Ngc Ngc.old
6. Then restart the PC > see if you have the option to sign in with password now.

If any of the commands fails, reply back with the exact error text and I’ll provide the additional commands or other solutions if needed.

Answer 2

Hi Sunil Tumbagi,

Welcome to Microsoft Q&A!

I understand how stressful it is when Face recognition suddenly stops working and you forgot the PIN. However, it is important to note that Windows Hello credentials are tied to your device, which means it's local and cannot be managed from your Microsoft account. Here are your options:

1 - Reset the PIN from the Windows sign-in screen

• On the Windows sign-in screen, select Sign-in options > choose PIN.
• If you see “I forgot my PIN”, select it and follow the prompts to verify information.
• If you don't see the option, try entering PIN > wrong entries might bring up the reset option.

2 - Sign in using your password then reset settings

• Choose Password as sign-in option instead > Sign in with your Microsoft account
• Go to Settings > Accounts > Sign-in options > PIN (Windows Hello) > I forgot my PIN

If you can’t remember the Microsoft account password either, you need to recover the Microsoft account password first, then return to Windows and reset the PIN. Once you can sign in, try to restore Face recognition by completely removing it, then re-add.

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