not able to recognize credentials

Question

having issues with recognizing my pin or face upon logging in to my pc

Answer 1

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

What is the exact error message you receive on the Windows Sign-in Screen?

Have you tried resetting your PIN on the Sign-in screen?

Select the 'I forgot my PIN' option on the sign-in screen and follow the prompts to reset it.

For reference-

Change or reset your PIN in Windows

Let me know if you still need more help.

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Answer 2

Use a PIN or password first to get back into the PC, then repair Windows Hello.

1. Sign in using PIN or password

• On the sign-in screen, switch to another method (PIN or password) and sign in.
• If the PIN is not working but password is, use the password and then fix Hello from inside Windows.

2. Fix Windows Hello Face not recognizing

• Make sure the camera is clean and not blocked.
• Improve recognition:
  • Go to Start > Settings > Accounts > Sign-in options.
  • Select Windows Hello Face (or Facial recognition (Windows Hello)) > Improve recognition.
• If lighting or appearance changed (glasses, facial hair, makeup, hats, strong side lighting), either:
  • Use Improve recognition to add another face template, or
  • Remove the existing face and set it up again:
    • Windows Hello Face > Remove, then Set up.

3. Fix Windows Hello Fingerprint not recognizing If using fingerprint:

• Clean the sensor with a lint-free cloth (no glass cleaner or chemicals).
• Make sure the finger is clean, dry, and the same finger used during setup.
• Place the finger flat in the middle of the sensor with light, steady pressure.
• If there is scarring or damage, enroll a different finger.
• In Settings > Accounts > Sign-in options > Windows Hello Fingerprint:
  • Try Add another to capture more of the fingerprint, or
  • Remove and then Set up again.

4. If neither face nor fingerprint works but PIN does

• Sign in with PIN.
• Remove and re-enroll the non-working Hello method:
  • Settings > Accounts > Sign-in options.
  • For Face/Fingerprint: Remove, then Set up.

5. If PIN also fails

• On the sign-in screen, choose I forgot my PIN and follow the prompts to reset it.
• If that still fails and Hello used to work, a recent app/driver/update may be the cause; consider a system restore or reset as a last resort.

If using a Surface device, also ensure Windows and firmware are fully updated and, if needed, run the Windows Hello troubleshooter from the Surface support article.

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References:

• Troubleshoot problems with Windows Hello on Surface
• Windows Hello common issues and troubleshooting tips
• User Account Access in Windows
• Windows Hello Enhanced Sign-in Security