Unable to log in pc forgot pin and password

Question

I have a new laptop and can not log in. Forgot password and pin. Have not used yet so there is no history to use online support.

Answer 1

Dear Gary Scott, 

Thank you for your question and for sharing the details into Microsoft Q&A Forum. 

I understand it’s frustrating to be unable to sign in on a new laptop, especially when both the password and the PIN are forgotten. At this point, I recommend that you review and try the steps provided in both the AI generated answer and the Independent Advisor’s answer on your thread. Those replies typically include the most relevant checks for this scenario. To make sure I can provide the correct recovery steps, please reply with the details below first. 

• On the Windows sign-in screen, do you see an email address (e.g., outlook.com/hotmail.com), or only a username? 
• Is this a personal device, or is it connected/managed by a work or school (organization name shown, “Sign in to your organization”, etc.)? 
• Do you see any of these options on the sign-in screen: I forgot my PIN, Reset password,  Sign-in options (to switch between PIN and Password) 
• Is the laptop still at the initial first-time setup screens, or is it already on the normal Windows sign-in screen? 
• If possible, please also share a photo of the sign-in screen (with any personal info covered), or the exact wording of any message you see. 

In the meantime, there are some safe steps you can try 

1. Connect to the internet from the sign-in screen 

• Select the Network/Wi‑Fi icon (bottom-right) and connect to Wi‑Fi. 
• An internet connection is required for Microsoft account verification and many PIN recovery prompts. 

2. Check “Sign-in options” 

• Select “Sign-in options” on the sign-in screen. 
• This helps confirm whether Password sign-in is available in addition to PIN. 

3. If you see “I forgot my PIN”, try it 

• Select “I forgot my PIN” and follow the prompts. 

While our initial response may not fully resolve the issue, I truly appreciate your cooperation as we work together toward identifying the most effective solution. Thank you so much for your understanding. 

I hope the steps above help you regain access to your new laptop as quickly as possible. Wishing you a smooth sign-in recovery experience and that you can start using Windows without further interruption. 

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Answer 2

Hi! The password must be the same password as the email account you linked to Windows. Click Sign-in options > Key (Password) icon > Enter the same password as your account.

If you are on a local account, or were unable to reset your password from the lock screen, you must reinstall Windows.

1. Hold down the SHIFT key and restart your computer in the Lock Screen or Start Menu.

• Hold SHIFT until you access the Recovery Screen

2. In Recovery Mode, select Troubleshooting > Restore PC.
3. Select "Keep my files" to completely restore your computer and keep your files.
4. Choose the reinstallation method "Download from Cloud". If error occurs, choose "Local Reinstallation".

Answer 3

If you have forgotten both your password and PIN for your new laptop, you can try the following steps to regain access:

1. Reset Password: Use another device to go to the Microsoft account password reset page. You can access it at https://account.live.com/password/reset. Follow the prompts to reset your password.
2. Boot into Safe Mode: If you are unable to reset your password online, you can try booting your laptop into Safe Mode. To do this:
   • On the login screen, hold down the Shift key and click on Restart.
   • After your PC restarts, select Troubleshoot > Advanced options > Startup Settings > Restart.
   • Once the options appear, press 4 or F4 to start in Safe Mode.
   • Try logging in using your Microsoft account password instead of the PIN.
3. Create a Local Admin Account: If you still cannot log in, you can create a local administrator account using the Windows Recovery Environment (WinRE). Follow these steps:
   • Boot into WinRE as described above.
   • Select Troubleshoot > Advanced options > Command Prompt.
   • In the Command Prompt, type the necessary commands to create a new local account (you may need to look up specific commands for this).
4. Reset Your PC: If all else fails, you may need to reset your PC. You can do this from the WinRE environment as well, selecting Troubleshoot > Reset this PC. Choose the option to keep your files if you want to preserve your data.

Make sure to have your recovery key for BitLocker if it is enabled, as you will need it during the reset process.

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References:

• Unable to log in to Dell Rugged Laptop - Microsoft Q&A
• PIN reset - Microsoft Documentation