Laptop no longer accepting PIN

Question

Laptop no longer accepting PIN

Campbell, Jacqui 0

As my PIN stopped working I was asked for my password which I couldn't remember as it was in the laptop I was locked out of. In the 2 step authentication process my email address worked but it said the text method was unavailable and I have not set up an authenticator app. I completed a form more than 24 hours ago and haven't received a response so completed another one today and am getting very anxious that I can't access my account

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4 answers

Your answer

Answer 1

Virginia M 41,550 Independent Advisor

Try recovering your account here:

Can’t sign in:

https://support.microsoft.com/account-billing/you-can-t-sign-in-to-your-microsoft-account-475c9b5c-8c25-49f1-9c2d-c64b7072e735

You can try also https://support.microsoft.com/home/contact & type Account Recovery in the box, then choose the Contact Support tab above & select Windows, then recovery from the drop down menus.

If none of the above work then you’ll require the account recovery form:

https://account.live.com/acsr

Please note if you have 2/multi factor authentication active on your account then you cannot use the form to recover the account.

If you’re successful in changing the details then you may find that the account is limited for 30 days, this is a security feature & cannot be circumvented.

Please be aware that if 2fa/mfa has been enabled then usually there’s nothing which can be done. You would need to create a new account & request that Microsoft transfer any purchases & subscriptions to the new account.

To request a transfer of purchases & subscriptions contact Microsoft here:

https://support.microsoft.com//help/4051701/

https://support.microsoft.com/contactUs

Campbell, Jacqui 0 Reputation points

2026-08-01T12:06:18.0833333+00:00

None of the above work and thank you for advising that if I have 2 factor authentication the recovery form won't work. The problem is when I try to use the sms element of the 2 factor authentication it keeps saying the verification method isn't working right now and it's been saying that for a few days.
Virginia M 41,550 Reputation points Independent Advisor

2026-08-01T14:28:28.37+00:00

How are you requesting the sms? Via a website on your phone/another device or via an app? Usually when trying to sign in to a pc & have forgotten the password so are trying to have a code sent to reset it this is usually done via your account online. This is why I’m asking about the browser/method of recovery. Without that information I can’t determine if the browser is the problem or not.

Answer 2

Campbell, Jacqui 0

Thank you so much for taking the time to respond. Unfortunately, I couldn't locate my passwords in the password manager and I wasn't using a Chrome based browser for the sms.

Virginia M 41,550 Reputation points Independent Advisor

2026-08-01T11:41:29.2233333+00:00

Can you reply saying which browser you were using & whether you tried incognito mode? Or are you stating no browser was used during the request to send the sms code?

Answer 3

Campbell, Jacqui 0

Hi Virginia

Thank you so much for taking the time to respond. Unfortunately, I couldn't locate my passwords in the password manager and I wasn't using a Chrome based browser for the sms.

Virginia M 41,550 Reputation points Independent Advisor

2026-08-01T11:30:00.86+00:00

I am sorry that the steps did not resolve the issue. Please note many questions often have several solutions & each step must be completed to ensure nothing is skipped.

Which browser are you using?

I would next try Incognito mode.

Answer 4

Virginia M 41,550 Independent Advisor

Hello, I’m Virginia a fellow Windows user.

Check any browsers to see if their password manager has saved the password.

Are you using a browser to send the sms code? If yes then try using a non Chrome based browser like Firefox, users have has success this way.

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