I am unable to reset my PIN

Question

I am trying to log into a new laptop and when I entered my password, it asked for a PIN. I do not recall setting one up, and it gave me an error message when I clicked “Forgot PIN.” However, I do not see the Change PIN option in the settings menu. Please advise.

Also, I unable to go back to select another option for signing in (eg, email a code). It only goes back to the PIN option.

Answer 1

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

If you are unable to sign in to your computer, could you please check if you can reset your PIN from 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.

You can then select Troubleshoot > Advanced Options > Startup Settings > Restart.

Press F4 to boot your PC in safe mode.

Go to Start > Settings > Accounts > Sign in options > PIN > Change PIN.

Set up a new PIN and restart your PC.

Let me know if you still need more help.

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Answer 2

Use an alternate sign-in method first, then reset the PIN from Settings, or reset it directly from the lock screen, depending on what is available on the device.

1. On the Windows sign-in screen, under the PIN box, select Sign-in options.
   • If available, choose another method such as Password, Security key, or Web sign-in to sign in.
2. After signing in successfully, open Settings > Accounts > Sign-in options (or use this shortcut: Sign-in options).
3. Under PIN (Windows Hello):
   • If Change PIN is shown, select it to change the existing PIN (you will need the old PIN).
   • If the PIN is not working or not recognized, select I forgot my PIN and follow the prompts to verify the account and create a new PIN.

If signing in with another method is not possible and the I forgot my PIN flow from the lock screen fails repeatedly, use the lock-screen PIN reset flow supported by Windows Hello for Business:

1. On the lock screen, make sure the PIN sign-in option is selected (use Sign-in options if needed).
2. Select I forgot my PIN.
3. Authenticate using one of the available methods (for example, password or other tenant-enabled methods) and complete the multifactor authentication steps.
4. When prompted, create a new PIN and then sign in with it.

If the device is Microsoft Entra joined or hybrid joined and PIN reset from the lock screen continues to fail, ensure the device has the required network connectivity (for example, to domain controllers or federation services in hybrid scenarios) and then retry the PIN reset.

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References:

• Change or reset your PIN in Windows
• PIN reset
• Windows Hello common issues and troubleshooting tips
• Sign in to and out of your Surface
• Unable to log in to Dell Rugged Laptop - Microsoft Q&A
• I accidentally signed into Microsoft Account one for all, instead of reverting back to Local account. - Microsoft Q&A
• Stuck in an infinite loop involving the PIN - Microsoft Q&A
• My Microsoft account is blocked. - Microsoft Q&A
• Device management could not be enabled - Microsoft Q&A