facial recognition is not working

Windows Hello facial recognition is only available when Windows detects a Hello-compatible infrared camera. A regular webcam can work for video calls but still cannot be used for face sign-in.

Try this:

1. Open Settings > Accounts > Sign-in options.
2. Check whether Facial recognition (Windows Hello) appears under Ways to sign in.
3. If it does appear, select Set up.
4. If it is missing or unavailable:
   • Confirm the device has a Windows Hello-compatible IR camera.
   • If using Surface, make sure Windows and firmware are fully updated. In the Surface app, expand Help & support and check for updates, or install updates through Windows Update.
   • If using an external or third-party camera on Windows 11, version 24H2 or newer, go to Settings > Accounts > Sign-in options > Additional settings and check Enhanced sign-in security. External camera modules are not supported with Enhanced sign-in security enabled. Turning it off allows non-ESS devices to be used.

If facial recognition was working before but now does not recognize the face reliably:

1. Sign in with a PIN or password.
2. Go to Settings > Accounts > Sign-in options > Facial recognition (Windows Hello).
3. Select Improve recognition and re-scan the face.
4. Make sure the camera is clean, lighting is even, and remove accessories that block the face.

If Windows shows We couldn't find a camera compatible with Windows Hello Face, the device may not support facial recognition. Some Surface models, including Surface Laptop 13-inch (2nd Edition), Surface Laptop 13-inch (1st Edition), and all Surface Laptop Go models, do not support Windows Hello facial recognition and must use another sign-in method such as fingerprint or PIN.

If the camera hardware is blurry or still fails after updates and setup, that can indicate a camera hardware problem and the device manufacturer should be contacted.

References:

• Configure Windows Hello | Microsoft Support
• Windows Hello common issues and troubleshooting tips | Microsoft Support
• [Windows 11](https://support.microsoft.com/surface/setup/troubleshoot-problems-with-windows-hello-on-surface)
• [Windows 11

Windows Hello doesn't recognize me, or I get an error message when I try to sign in](https://support.microsoft.com/surface/setup/troubleshoot-problems-with-windows-hello-on-surface#windows-hello-doesn't-recognize-me,-or-i-get-an-error-message-when-i-try-to-sign-in)

• Using third-party fingerprint readers and cameras with Windows Hello | Microsoft Support
• Why didn't Windows Hello facial recognition recognize me? | Microsoft Support