Help logging in to my computer

Question

Computer or Microsoft account login problems….doesn’t recognize my face nor my PIN for logging in. I can login to my Microsoft account through my phone but not my computer!!

Answer 1

Hi Trenda Warren,

I’m happy to help you today. I understand how stressful it can be when you’re locked out of your own PC, especially when your Microsoft account itself still works on another device. Please make sure you already tried the Q&A Assist steps. In addition, please try the following.

Step 1: Try signing in with your Microsoft account password

On the Windows sign‑in screen:

1. Select “Sign‑in options”
2. Choose “Password” (key icon)
3. Enter your Microsoft account password (the same one that works on your phone)

Step 2: Reset the PIN (once signed in)

If you can sign in with your password:

1. Open “Settings” > “Accounts” > “Sign‑in options”
2. Select “PIN (Windows Hello)”
3. Choose “I forgot my PIN” and follow the verification steps

Step 3: Fix Windows Hello Face (after access is restored)

After you’re signed in:

1. Go to “Settings” > “Accounts” > “Sign‑in options”
2. Under “Windows Hello Face”, select “Improve recognition” (or remove and set it up again if needed)

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Answer 2

Hello, thank you for reaching out to Microsoft Q&A.

If your facial recognition or PIN is no longer recognized, try resetting it.

That is, on the Windows Hello Sign-in screen, select 'I forgot my PIN' and follow the prompts to reset your PIN. Once done, sign in with your new PIN.

Reference-

Change or reset your PIN in Windows

Answer 3

Follow these steps on the computer to get back in using Windows Hello (face) or PIN:

1. Sign in with another method

• On the Windows sign-in screen, choose Sign-in options.
• Select Password (or another available method) and sign in with the Microsoft account password, since that still works on the phone.
• If no other sign-in method works and the PIN is completely blocking access, the only supported resolution in a similar case was to back up data (if possible) and perform a clean reinstall of Windows.

2. Fix Windows Hello Face not recognizing Once signed in:

1. Clean and check the camera and environment

• Make sure the camera is clean and not covered.
• Improve lighting (avoid very bright light from one side or a dark room).
• Remove hats or accessories that cast shadows on the face.
• If glasses, makeup, or facial hair changed significantly since setup, plan to rescan the face.

2. Improve or re-set up facial recognition

• Go to Start > Settings > Accounts > Sign-in options > Windows Hello Face.
• Select Improve recognition to add another face template (for example, with and without glasses).
• If still unreliable, remove Windows Hello Face and set it up again from the same page.

3. If the device says it can’t find a compatible camera

• Some devices (for example, Surface Laptop 13-inch 1st Edition and all Surface Laptop Go models) do not support Windows Hello Face; use fingerprint or PIN instead.
• If the device should support Face, make sure Windows and firmware are fully updated using the vendor’s update tools.

3. Fix PIN problems If the PIN is not accepted but a password still works:

• Sign in with the password.
• Go to Settings > Accounts > Sign-in options.
• Remove the existing PIN, then add a new PIN.

If the system shows errors like “Something went wrong” every time the PIN is set up and no other sign-in method works, the only confirmed resolution in a similar case was to reformat and clean-install Windows.

4. General Windows Hello reliability tips

• Always ensure the camera is clean and unobstructed.
• Avoid harsh side lighting; use even front lighting.
• Re-scan the face if starting or stopping use of glasses, or after major facial hair changes.
• Use Improve recognition instead of only deleting and re-adding, because it adds extra templates and can improve recognition.

If, after checking lighting, camera, and re-enrolling the face, Windows Hello still fails consistently, there may be a hardware issue with the camera and the device manufacturer or a repair service should be contacted.

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References:

• Troubleshoot problems with Windows Hello on Surface
• Windows Hello common issues and troubleshooting tips
• Why didn't Windows Hello facial recognition recognize me?
• Unable to log in to Dell Rugged Laptop - Microsoft Q&A