I factory reset my laptop and when I log in, my email address appears, but instead of asking for my PIN, it says I need to set a new PIN because there were changes, and it doesn't give me an option to do so; it says there's no application that can do it.

Question

Since I can't log in, I tried a factory reset to fix the problem, but even with iTrenwt, the option isn't available. I've already logged into my account and removed the device, as well as changed the passwords. What can I do?

Answer 1

Hi JACKYY CAMACHO,

Welcome to the Microsoft Q&A forum.

From what you’ve described, your device is asking to set up a new Windows Hello PIN after a reset, but the PIN setup screen doesn’t open. This can happen when the sign‑in method on the device needs to be refreshed after recent account or security changes.

You can regain access using the supported sign‑in method below to set things back up normally:

Sign in with your Microsoft account password instead of a PIN by starting Windows in Safe Mode.

1. On the sign‑in screen, select Power.
2. Hold Shift, then select Restart.
3. Select Troubleshoot > Advanced options > Startup Settings > Restart.
4. When options appear, press 5 for Safe Mode with Networking.
5. At the sign‑in screen, select Sign‑in options.
6. Choose Password, then sign in with your Microsoft account password.

Once you’re logged in:

1, Remove the existing PIN

• Open Settings > Accounts > Sign‑in options.
• Select PIN (Windows Hello).
• Select Remove.
• Restart the device normally.

2, Set up a new PIN (optional)

• After restarting, go back to Settings > Accounts > Sign‑in options.
• Select PIN (Windows Hello).
• Select Add and follow the prompts.

Hopefully these steps will help you get back into your device and continue using it smoothly. Let me know if you need further assistance, feel free to ask me by clicking "Add Comment" or "Add Answer" if you cannot add comment so your response will be visible. Thanks for your effort.

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Answer 2

The PIN setup component on the device is failing, so Windows cannot create a new Windows Hello PIN and blocks sign‑in. When normal PIN reset and sign‑in paths are broken, the remaining options are:

1. Try signing in with another method

• On the sign‑in screen, select Sign‑in options.
• Choose Password (or another available method such as security key) instead of PIN.
• Once signed in, go to Settings > Accounts > Sign‑in options and under PIN (Windows Hello) choose I forgot my PIN or Set up and follow the steps.
  • If this works, a new PIN will be created and used at next sign‑in.

2. Reset the PIN from the lock screen (if available)

• On the sign‑in screen, select the PIN option.
• Select I forgot my PIN.
• Complete the account verification and create a new PIN.

If the I forgot my PIN or PIN setup flow always fails with “no application can do it” and there is no alternate sign‑in method that works, the profile or Hello component is likely corrupted. In that case, a full OS reset is the supported fix.

3. Perform a full reset of Windows Since a factory reset was already attempted but the issue persists, perform a full reset from Windows Recovery, ensuring Windows is reinstalled cleanly:
4. From the sign‑in screen, press Windows logo key + L (if needed), then on the lock screen select Power > Restart while holding Shift.
5. Keep holding Shift until Choose an option appears.
6. Select Troubleshoot > Reset this PC.
7. Choose:
   • Keep my files to reinstall Windows while keeping personal files, or
   • Remove everything for a completely clean install (recommended if nothing important is stored locally).
8. Choose Cloud download if available for the freshest Windows image.

After reset completes, go through the out‑of‑box setup, sign in with the Microsoft account, and then:

• Go to Settings > Accounts > Sign‑in options.
• Under PIN (Windows Hello) choose Set up and configure a new PIN.

If even after a clean reset the PIN setup still fails in the first‑run experience and from Settings, the issue is likely hardware/firmware or image‑specific. In that case, contact the device manufacturer’s support for a clean recovery image or service.

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References:

• Change or reset your PIN in Windows
• PIN reset
• Reset or recover your Surface
• Troubleshoot Problems Signing In to Windows