How to access computer when incorrect pin and forgot pin option doesn’t appear

Aminata 0 Reputation points
2026-09-29T19:18:56.3633333+00:00

I know my windows passeword but today i could enter it when trying to log in. I was only giving the pin option. It say that i have the icorrect pin. Therefore i wanted to try the option “forgot my pin” but then a small grey pop up window open and try to loadfor few second and then disappear. What can i do. I tried all the standard troubleshooting; retard locally; cloud retard; safe mode 4,5 and 6.

Windows for home | Windows 10 | Windows Hello, lock screen and sign-in
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  1. Vikki-T 11,450 Reputation points Microsoft External Staff Moderator
    2026-09-30T09:06:57.0333333+00:00

    Hi Aminata,

    Since you have already tried restarting and the Safe Mode options, I would not repeat those steps.

    At this point, I recommend that you review and try the steps provided in the AI generated answer on your thread. That reply typically include the most relevant checks for this scenario. 

    On the sign-in screen, select Sign-in options and check whether a key-shaped Password icon is available. If it is, select it and enter the password for the account shown on the screen. Once signed in, open Settings > Accounts > Sign-in options > PIN (Windows Hello) and reset the PIN from there.

    Please also confirm whether the account is a Microsoft account or a local account. The I forgot my PIN link at the sign-in screen is available only for Microsoft accounts, which may explain why the reset window is not completing. Also make sure the PC is connected to the Internet from the Network icon on the lock screen.

    If no password icon appears at all, please share a photo of the available Sign-in options icons and the exact message shown after entering the PIN. Please hide the email address or account name before posting the photo. Thank you so much for your understanding.   

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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  2. AI answer

    2026-09-29T19:19:14.8466667+00:00

    Since the password is known but the sign-in screen is only offering PIN, use a recovery path that can restore password sign-in or let the PIN be reset.

    1. Restart the PC once more.
      • If updates are pending, use Update and restart if shown.
    2. Check the sign-in screen for another account or another sign-in method.
      • If multiple accounts exist on the device, select another account from the lower-left corner.
      • If Sign-in options appears, choose the password method and sign in with the known Windows password.
    3. Make sure the device is online from the lock screen.
      • Select Network on the lock screen and confirm internet access.
      • If Wi-Fi is unstable, use Ethernet if available.
    4. Start in Safe Mode with Networking and try 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.
      • In Safe Mode, PIN and biometrics are unavailable, so password sign-in is required.
      • If password sign-in works there, sign in and then go to Settings > Accounts > Sign-in options > PIN (Windows Hello) and select I forgot my PIN.
    5. If Safe Mode still does not allow sign-in, try another account on the device.
      • If another account can sign in, check for updates and review the existing accounts.
    6. If the PIN prompt appears again after already having a PIN, sign out and sign back in, then try creating the PIN again.
      • This can happen after security updates or system changes.
    7. If already signed in by any method, reset the PIN from Settings.
      • Open Settings > Accounts > Sign-in options.
      • Select PIN (Windows Hello).
      • Choose Change PIN if the old PIN is known, or I forgot my PIN if it is not.
    8. If none of the above restores access, use the Microsoft sign-in helper or Contact Support from the support article.
      • Support agents cannot send password reset links or change account details directly.

    Avoid registry edits or other unsupported recovery steps from forum posts. Those can cause sign-in problems to become worse.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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