windows Hello PIN

Question

I cant sign in with windows hello using a PIN or Facial Recognition

Answer 1

Hi Michael Brown,

I understand you’re unable to sign in using Windows Hello (both PIN and facial recognition) on Windows 11.

Have you already tried the Q&A Assist suggestions? could you please confirm:

• Are you able to sign in with your password, or are you completely locked out of the device?

In the meantime, if you are still able to sign in using your password, please try the following:

1, Reset the Windows Hello PIN storage

• Sign in using your account password
• Open File Explorer and go to: C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft
• Locate the folder named “NGC”
• Right-click > Delete (you may need admin permission)

This removes your existing PIN configuration only (no personal data lost)

2, Restart the Windows Hello services

• Press Windows + R, type services.msc
• Find:
  • “Windows Biometric Service”
• Right-click > Restart

3, Check Windows updates

• Go to “Settings” > “Windows Update”
• Select “Check for updates” and install all available updates

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Answer 2

Use a different sign-in method first, then repair Windows Hello.

1. Sign in without Windows Hello

• On the Windows sign-in screen, choose Sign-in options.
• Select Password and sign in with the account password.

2. Reconfigure Windows Hello

• Open Settings > Accounts > Sign-in options.
• Under Ways to sign in:
  • For face: select Facial recognition (Windows Hello) or Windows Hello Face.
  • For PIN: select PIN (Windows Hello).
• Remove the existing configuration if available, then select Set up and follow the prompts to configure again.

3. If facial recognition fails

• If the message Couldn't recognize you. Please sign in with your PIN appears, sign in with password or PIN, then improve recognition:
  • Go to Start > Settings > Accounts > Sign-in options > Windows Hello Face (or Facial recognition (Windows Hello)).
  • Select Improve recognition and follow the instructions.
• Ensure the camera is clean and unobstructed and that lighting is even around the face.

4. If Windows Hello Face reports no compatible camera

• If the message We couldn't find a camera compatible with Windows Hello Face appears:
  • Confirm the device supports Windows Hello facial recognition. Some models (for example, Surface Laptop 13-inch 1st Edition and all Surface Laptop Go models) do not support facial recognition and must use fingerprint or PIN instead.
  • Make sure Windows and firmware are fully updated.

5. General facial recognition tips

• Clean the camera and ensure nothing blocks it.
• Avoid harsh side lighting or very dark rooms.
• Re-scan the face if starting or stopping use of glasses, or if facial hair changes.
• If recognition still fails, sign in with password or PIN and use Improve recognition instead of only removing and re-adding the face; this adds another template and can increase recognition success.

6. If Windows Hello continues to fail

• If sign-in with face or PIN still does not work after reconfiguration, continue using password to access the device and follow the guidance in the Windows Hello troubleshooting article for further steps.

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References:

• Troubleshoot problems with Windows Hello on Surface
• Configure Windows Hello
• Windows Hello common issues and troubleshooting tips
• User Account Access in Windows