I am locked out of Asus Vivobook

Question

I am locked out of Vivobook, no option for "forgot pin" asking for phrase, I do not know it. Tried safe mode and that is not doing anything. How can I reset pin without a hard restart and losing everything? I need support. Thank you.

Answer 1

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

Are you being asked to enter the A1B2C3 Challenge Phrase on the Windows Hello Sign-in screen?

So, after entering the Phrase, do you get the option to reset your PIN?

If this option is unavailable, try switching the sign-in method from PIN to Password. (If you have used it before)

If signing in with a password is not an option, you will have to boot your PC in safe mode. To boot your PC in Safe mode,

1.Start your device and wait for the Windows logo (or the manufacturer's logo) to appear.

2.As soon as the Windows logo appears, press and hold the power button until the device shuts down.

3.Turn your device on again and repeat step 2.

4.Turn your device on a third time. Windows should display the Automatic Repair screen.

Select Troubleshoot > Advanced options > Startup Settings > Restart.

Press F4 to boot your PC in safe mode.

If you are able to log in to Safe mode successfully, you can try resetting your PIN or create a new local user account from there.

Let me know how it goes.

Answer 2

To regain access without losing data, try these supported options in order.

1. Try signing in with password instead of PIN

• On the Windows sign-in screen, select Sign-in options.
• Choose the password icon and enter the account password.
• If the password is also forgotten, follow the password reset steps below.

2. If using a Microsoft account: reset password, then reset PIN If the account on the Vivobook is a Microsoft account:

• On the sign-in screen, select I forgot my password and follow the prompts, or from another device go to Reset password: https://account.live.com/ResetPassword.aspx.
• After successfully changing the password and signing in to Windows with that password, reset the PIN:
  1. Open Settings → Accounts → Sign-in options (or use this shortcut: Sign-in options).
  2. Select PIN (Windows Hello) → I forgot my PIN and follow the verification steps to create a new PIN.

3. If using a local account: reset local password, then reset PIN If the device uses a local (non-Microsoft) account and the password is forgotten:

• On the sign-in screen, switch to password sign-in.
• Select OK then Reset password.
• Answer the security questions configured when the account was created.
• After signing in with the new password, reset the PIN via Settings → Accounts → Sign-in options → PIN (Windows Hello) → I forgot my PIN.

4. If already signed in but just need to change a known PIN If access is available via password or another account:
5. Open Settings → Accounts → Sign-in options.
6. Select PIN (Windows Hello) → Change PIN and follow the instructions. The current PIN is required to change it.
7. If the PIN is forgotten but signed in, select I forgot my PIN on the same page and complete account verification to set a new one.
8. General sign-in troubleshooting If sign-in continues to fail even with correct credentials:

• Restart the device (prefer Update and restart if offered).
• If another account exists on the device, try signing in with that account from the lower-left account list on the sign-in screen, then review accounts and updates from there.

If none of these paths work and no password or recovery options are available, the remaining supported option is to reset or reinstall Windows, which can be done with Reset this PC using Keep my files to avoid losing personal files, but apps and settings will be removed.

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References:

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