Locked out of laptop

Question

I’m locked out of my computer. My biometrics isn’t working, and I’ve forgotten my password since I’ve only been using the biometrics for the past year.

Answer 1

No success. The options do not process requests

Answer 2

1

Start your PC, just as Windows attempts to load (spinning dots), press and hold Power Button for 5 - 10 seconds to perform a Hard Shut Down

Do this twice

On the third start Windows will boot into the Recovery Environment and from there you can access System Repair, Safe Mode, Command Prompt... etc.

Please try each option one at a time, then see if you can log into Windows with the biometric options.

If there is an option to uninstall the latest update, that may be the best option.

Go to Troubleshoot - Advanced Option - Startup Repair

See if Windows startup can repair itself

Go to Troubleshoot - Advanced Option - System Restore

Check to see if you have a restore point you can go back to

2

If you are still unable to log into Windows, try using the steps provided on this link to reset your Microsoft account password.

https://support.microsoft.com/en-us/account-billing/reset-a-forgotten-microsoft-account-password-eff4f067-5042-c1a3-fe72-b04d60556c37

Answer 3

1. At the sign-in screen, try Sign-in options and use PIN if it is available. If the PIN is not working, use I forgot my PIN to reset it.
2. If biometric sign-in is failing but access with PIN still works, sign in and then:
   • On Windows 11: go to Start > Settings > Accounts > Sign-in options > Fingerprint recognition (Windows Hello), then either Add another fingerprint or Remove and set it up again.
   • Make sure the finger used is clean and dry, placed flat in the middle of the fingerprint power button with light pressure. If the finger has a scar or damage, use a different finger.
3. If PIN is unavailable after a device change or update, Windows may require a PIN reset. On the lock screen, remove and add the PIN again to restore PIN functionality.
4. If the Microsoft account password is forgotten, recover the account from another device using the account recovery flow, then return and sign in with the recovered password.
5. If no sign-in method works, the documented fallback is to reset or restore the PC. This can remove apps and data depending on the option chosen.

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References:

• Windows Hello Enhanced Sign-in Security
• Troubleshoot problems with Windows Hello on Surface
• User Account Access in Windows
• My username and password have stopped working
• Microsoft account locked out my PC - Microsoft Q&A