can't login to win11 after resetting XPS 13 laptop

Question

I had a problem with an XPS13 laptop running win11. I "reset" the laptop and everything was fine (except I had to reinstall all of the apps I had added since I received the laptop). I had access to the internet and all of my files, without having to sign in. One of the apps required a restart, which I did before making sure that the sign-in options were what I wanted. Upon restart, the sign-in screen said there was a problem with the sign-in - I had to reset my PIN before I could use Hello. It rejected the PIN that I have always used, and clicking on the "reset PIN" link did nothing. It wouldn't accept any of the passwords that I had used. I reset my MSFT password on the microsoft.com site, went back to the sign-in window and it wouldn't accept the new password (it the Microsoft password different than the Windows password?) I tried to reset the laptop again, it reset but this time required a sign-in. At one point I got to an option where I was to enter my recovery code, but it box was grayed out and wouldn't accept any entries. Help!

Answer 1

Hi R Dore

If the device was reset using Keep my files, Windows may still be linked to the Microsoft account that was previously configured on the PC. At the sign-in screen, please check whether you can select Sign-in options and use the Microsoft account password (not the PIN). Also verify that the laptop is connected to the internet from the lock screen, as a recently changed Microsoft account password may need to be synchronized with the device.

If the password is still not accepted and the PIN reset option is unresponsive, try booting into Safe Mode with Networking and test password sign-in there. If you are able to sign in, you can recreate the Windows Hello PIN afterward.

Can you confirm whether the account shown on the sign-in screen is a Microsoft account (email address displayed) or a local account?

Answer 2

Based on the symptoms, the fastest supported path is:

1. On the Windows sign-in screen, try Sign-in options and switch from PIN/Windows Hello to password.
   • After a reset or security change, the PIN can become unavailable and Windows may require the account password instead.
   • For a Microsoft account, use the Microsoft account password.
2. If password sign-in still fails, use the I forgot my password or I forgot my PIN link on the sign-in screen.
   • Windows provides these links directly from the sign-in page to start reset.
3. Confirm the device has internet access from the lock screen.
   • Select Network on the lock screen and make sure the laptop is connected.
   • In some cases, sign-in cannot complete without an Internet connection.
4. If the Microsoft account password was reset on the web and still is not accepted on the laptop, run the Microsoft Sign-in Helper:
   • Sign-in Helper
   • This checks the account and guides the next recovery step.
5. If the sign-in screen is still stuck or the reset PIN link does nothing, restart into Safe Mode and test password sign-in there.
   • On the sign-in screen, hold Shift and select Power > Restart.
   • Go to Troubleshoot > Advanced options > Startup Settings > Restart.
   • After restart, select 5 or press F5 for Safe Mode with Networking.
   • Note: PIN and biometric sign-in are unavailable in Safe Mode, so use a password.
6. If Safe Mode works, sign in with the password and then reset the PIN from Windows after sign-in.
7. If sign-in still cannot be completed, use recovery/reset only as a last resort.
   • Risk: resetting the PC can remove apps, settings, and possibly personal files depending on the option chosen.
   • If the device can still reach recovery, go to Troubleshoot > Reset this PC.
   • If a reset is needed, Keep my files is the safer first option.
8. If none of the self-service steps work, contact Microsoft Support.
   • Microsoft support can route the issue, but support agents cannot retrieve or bypass a lost password, send password reset links, or change account details.

For the password question: if Windows is using a Microsoft account, the password is the Microsoft account password. If the device is using a local account, that password is separate. The sign-in screen usually shows I forgot my password or I forgot my PIN to start the correct reset flow.

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References:

• User Account Access in Windows
• Troubleshoot Problems Signing In to Windows
• I can't sign in to my Microsoft account
• Change or reset your Microsoft account password in Windows
• Reset or recover your Surface