Problem with login to Win 11 laptop and reseting password

Question

Trying to assist my sister with her login to her Win 11 laptop. She has two usernames which may be valid: ******@outlook.com and ******@gmail.com but she's unsure which was used to set up her machine. Either way, the phone number for sending a One-Time-Password may have been wrongly input as no code has been sent through.

Can you suggest how should she reestablish her access to the laptop?

Thanks.

Answer 1

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

Could you please provide the exact error message that appears on the Windows sign-in screen? Also, do you see options to change your sign-in method - for example, switching between Windows Hello PIN, password, biometric (fingerprint), or facial recognition?

If you have made any security changes to your device, such as updating BIOS or Windows, and you are asked to set up a new PIN or trying to reset it, you will need to verify your identity using recovery contact methods like your phone number or email address.

If you no longer have access to any of these recovery options, you will need to update your security information. On the verify your identity screen, select "I don't have any of these" and follow the prompts to update your security details.

Note - If you remove all of your previous security information and replace it with something new your account will be put into a restricted state for 30 days.

So, you will be able to reset your PIN only after your security information is updated.

If you would like to use your device now, you will have to fully factory reset your computer which will completely wipe all the data in your HDD. And set up your device with another Microsoft account.

Answer 2

As far as I can tell, you're running into issues because Windows 11 can be tied to either a Microsoft account or a local account, and only the Microsoft account uses email/phone verification. The Outlook address could be the Microsoft account, while the Gmail one might just be an email she uses elsewhere. The fact that no OTP is arriving strongly suggests either the wrong account is being used or the recovery phone number on that account is incorrect or outdated.

First, confirm which account is actually recognized by Microsoft. On another device, go to the Microsoft account sign-in page and try both email addresses. If one of them says “account doesn’t exist,” that’s not the one tied to the laptop. If both exist, try “Forgot password” for each and see which one shows any familiar recovery options like a partially hidden phone number or alternate email. That’s often the quickest clue.

If the correct account shows a phone number she doesn’t recognize or can’t access, choose the option that says she doesn’t have access to those methods. Microsoft will then guide her through account recovery, which may involve answering security questions or providing past passwords. It’s not instant, but it’s the proper route when the recovery info is wrong.

If neither email works or recovery fails, the laptop might have been set up with a local account instead. On the Windows login screen, check if there’s an option like “Sign-in options” or a username that doesn’t look like an email address. If it’s a local account, password reset options are different and may require a reset disk or administrator access.

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hth

Marcin