Cant sign in , Windows Hello screen

Question

I restarted my laptop and this Windows Hello screen shows up and I try to sign into my microsoft account, i tried sending the code to continue signing in and it says the service isn’t available right now & to try again later. So I try to sign in with my password instead and it says its incorrect but on every other device it says it’s correct. So I reset my password twice and none of them worked, I’m out of options at the moment.

Answer 1

Hi denisse rachelle,

What you’re seeing usually happens when Windows can’t temporarily reach the online sign‑in service or when local sign‑in components need to refresh. You can consider using Safe Mode to refresh sign‑in options:

• Hold Shift and select Restart.
• Go to Troubleshoot > Advanced options > Startup Settings.
• Restart and select Safe Mode with Networking.
• Sign in, then remove Windows Hello options (PIN, Face, or Fingerprint) from Settings > Accounts > Sign‑in options.
• Restart normally and sign in again.

If access is still blocked, you can use Reset this PC and choose Keep my files to restore sign‑in functionality without removing personal data.

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

Follow these steps in order, using only supported sign-in and recovery options.

1. Restart and try a different sign-in method

• Restart the device completely.
• On the Windows sign-in screen, if multiple methods are shown (PIN, password, Windows Hello, etc.), explicitly select Password or PIN instead of Windows Hello and try again.
• If Windows Hello (face/fingerprint) is failing, use the guidance in Windows Hello common issues and troubleshooting tips from the sign-in section.

2. Use the built-in recovery options on the sign-in screen On the Windows sign-in screen:

• If using a PIN, select I forgot my PIN and follow the steps to reset it. For details, see Reset your PIN when you aren't signed in to Windows.
• If using a local account (not a Microsoft account), use the steps in Reset your Windows local account password.
• If using a Microsoft account password, use Forgot password and complete the reset flow, then use that new password on the PC.

3. Use the Microsoft account sign-in helper If the PC still refuses the password that works elsewhere:

• Run the online Sign-in helper for Microsoft accounts. It will check the account and guide through any detected issues: see I can't sign in to my Microsoft account and Forgot your Microsoft account password.
• If needed, complete the full account recovery form as described in My username and password have stopped working.

4. Try Safe Mode sign-in If the normal sign-in screen continues to fail:
5. On the sign-in screen, select Power > Restart while holding Shift.
6. At Choose an option, select Troubleshoot > Advanced options > Startup Settings > Restart.
7. After restart, press 5 or F5 for Safe Mode with Networking.
8. Sign in using the account password (PIN/biometrics are not available in Safe Mode).

If sign-in works in Safe Mode, check for Windows updates and driver updates, then restart normally and try again.

5. If Windows Hello is the blocker If Windows Hello is prompting but not working and a PIN is still available:

• Sign in with the PIN, then go to Start > Settings > Accounts > Sign-in options.
• Under Fingerprint recognition (Windows Hello) or Face recognition (Windows Hello), remove and re-set Windows Hello as described in Troubleshoot problems with Windows Hello on Surface (the same steps apply generally to Windows Hello on Windows 10/11).

If none of the above works and the Microsoft account is confirmed working online, continue using the sign-in helper and recovery guidance until the account is fully verified, then use that verified password on the Windows sign-in screen.

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References:

• User Account Access in Windows
• I can't sign in to my Microsoft account
• Troubleshoot Problems Signing In to Windows
• Troubleshoot problems with Windows Hello on Surface
• My username and password have stopped working