Forgotten pin to my new device

Hi jo morley,

I understand how inconvenient it is to be locked out of a new device when Windows only asks for a PIN that you no longer remember.

On the sign-in screen, please first make sure the device is connected to the Internet. Then check below the PIN box for I forgot my PIN. If that option appears, select it and follow the prompts to verify your Microsoft account and create a new PIN.

If I forgot my PIN is not shown, select Sign-in options and check whether the Password option is available. You can sign in with your account password, then reset the PIN from Settings > Accounts > Sign-in options > PIN (Windows Hello) > I forgot my PIN.

Please note that a Windows Hello PIN is specific to each device. If this is a new device, the PIN used on your previous computer may not work here.

To help narrow this down, could you please confirm:

• Do you see I forgot my PIN or Sign-in options on the screen?
• Does the account show an email address, or only a username?
• Is this a personal device, or is it managed by a workplace or school?
• If possible, please share a photo of the sign-in screen with any email address or personal information covered.

You can also review Microsoft’s official guidance here: Change or reset your PIN in Windows. Thank you so much for your understanding.   

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