Cannot reset my PIN

Question

When I reboot my computer Windows comes up and says my pin is no longer available and to reset it again but when I click on the link it wants to send a code to an email address that is not mine and there's no way I can change it so right now I am cannot use my computer I would appreciate it if I could be contacted as soon as possible so we can get the right email address so I can get the code to unlock Windows again and be able to use my computer

Answer 1

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

It appears that your security information is outdated. If this happens, especially when you are signing in, we only have two options here-

1. Update your Security Information (Takes 30 days to take effect).
2. Factory reset your PC to defaults and set up Windows using another Microsoft account.

1

To update the Security information -

On the Verify Your Identity screen, select 'I don't have any of these' and follow the prompts to replace the Security Information.

Note: If you remove all of your previous security information and replace it with new information, your account will be placed in a restricted state for 30 days.

If you have any important files on the device, you can choose this option.

2

Factory reset your PC to defaults -

This removes all the files stored in your HDD.

1. Turn on your computer, and when you see your PC manufacturer's logo or the Windows logo, turn it off by holding down the power button on your device.
2. Repeat the same process 2-3 times.
3. Next time, allow the PC to boot fully into the WinRE.

In WinRE, select Troubleshoot > Reset this PC > Remove everything, then proceed with Local reinstallation.

Your PC will reset to factory defaults and all the files will be erased from the HDD.

You can set up your computer with a different Microsoft account that allows you to use the device until the security information is being updated.

Answer 2

If the PIN reset is trying to send a code to the wrong email address, the Microsoft account security information must be corrected first. There is no supported way for support agents to bypass that verification, send reset codes, or directly change account details.

Use one of these paths:

1. Try another sign-in method on the lock screen
   • Select Sign-in options.
   • If Password is available, sign in with the Microsoft account password instead of the PIN.
   • After signing in, go to Settings > Accounts > Sign-in options > PIN (Windows Hello) and select I forgot my PIN to set a new PIN.
2. If no working sign-in method is available, recover the Microsoft account
   • Use the Sign-in helper to identify the account sign-in problem.
   • If verification codes are going to outdated security info, the security info must be verified or replaced.
   • Do not change all security info at the same time, because the account may be restricted for 30 days.
3. If this is a local Windows account instead of a Microsoft account
   • On the Windows sign-in screen, select the arrow next to the password field.
   • Select OK > Reset password.
   • Answer the security questions that were set when the account was created.
4. If the device is Microsoft Entra joined and an alternate sign-in method exists
   • Sign in with the alternate credential.
   • Go to Settings > Accounts > Sign-in options.
   • Select PIN (Windows Hello) > I forgot my PIN and complete the reset flow.

Important:

• Microsoft support cannot retrieve or circumvent a forgotten password.
• Microsoft support agents cannot send password reset links, send verification codes, or access and change account details.
• If the wrong email is the only verification method and there is no other sign-in option, account recovery is required before the PIN can be reset.

---

References:

• Change or reset your Microsoft account password in Windows
• Troubleshoot Microsoft verification code issues
• PIN reset