Windows PIN recovery options

Question

Windows PIN recovery options

Robert Sante 20

My moms pc apparently had an issue with her PIN so I erased it and wants her to create a new one. The problem is that the recovery option is an email address that she can not remember the password (shes 89) and the phone number on the account is her home number not a cell so she can not receive a code. How can I add my number or my email address to her account so I can help her?

Jeiven agosto 0 Reputation points

2026-10-01T01:09:10.4433333+00:00

Same here

Answer accepted by question author

Emma1-N 13,410 Microsoft External Staff Moderator

Welcome Robert Sante,

Thank you for reaching out to Microsoft Q&A forum. I understand you’re currently unable to reset the Windows PIN because the Microsoft account verification is going to an email address you can’t access and a home phone that can’t receive verification codes.

To help identify the fastest resolution, please confirm the following:

Are you currently able to sign in to Windows using any account? (For example: do you see “Sign-in options > Password” and know the password, or is there another account on the PC?)

Below are two practical paths you can follow:

Option 1: Option 1 (Fastest, if available): Sign in with Password, then reset the PIN

If you still know the account password, you may be able to sign in without using the PIN:

On the Windows sign-in screen, select Sign-in option
Choose Password (instead of PIN), then sign in using the account password
Once you are on the desktop, go to: Settings > Accounts > Sign-in options > PIN (Windows Hello) and select “I forgot my PIN” (or set up a new PIN)

Option 2: Recover the Microsoft Account (so you can reset the PIN)

If you cannot access any of the listed verification methods (email/phone), you will need to recover the Microsoft account first using the official recovery form:

Open the recovery form in a web browser: https://account.live.com/acsr
Enter the Microsoft account email address you are trying to recover. Provide a contact email address you can access (this can be your email) so Microsoft can reply with the result of the recovery request
Complete the form with as much accurate detail as possible
Submit the form and wait for Microsoft’s response (typically within 24 hours)

Important note: If the account has two-step verification enabled and there is no access to any verification method

Please understand that my initial reply may not always immediately resolve the issue. However, with your help and more detailed information, we can work together to find a solution.

P.S: If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

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.

Robert Sante 20 Reputation points

2026-01-27T14:03:25.3166667+00:00

Thanks for the response. Just as an FYI there was no option to not select pin and use password. And there was no other accounts on the computer except for hers. I resolved the issue by finding an old hard drive copy that I made of her machine years ago. And that happened to have the email password for the account in question, which allowed me to have Microsoft send the reset code to that email account. And then I was able to reset her Microsoft pin account and get her back on the computer.
Emma1-N 13,410 Reputation points Microsoft External Staff Moderator

2026-01-28T06:46:55.1966667+00:00

Hello Robert Sante,

I’m very glad to hear that your issue has been resolved. If you have any questions, please feel free to reach out in this thread. I’m always here to support you.

1 additional answer

Your answer

Jeiven agosto 0 Reputation points

2026-10-01T01:09:10.4433333+00:00

Same here
Robert Sante 20 Reputation points

2026-01-27T14:03:25.3166667+00:00

Thanks for the response. Just as an FYI there was no option to not select pin and use password. And there was no other accounts on the computer except for hers. I resolved the issue by finding an old hard drive copy that I made of her machine years ago. And that happened to have the email password for the account in question, which allowed me to have Microsoft send the reset code to that email account. And then I was able to reset her Microsoft pin account and get her back on the computer.
Emma1-N 13,410 Reputation points Microsoft External Staff Moderator

2026-01-28T06:46:55.1966667+00:00

Hello Robert Sante,

I’m very glad to hear that your issue has been resolved. If you have any questions, please feel free to reach out in this thread. I’m always here to support you.

Answer 1

Robert Sante 20

The recommendation given wanted me to use options that If I was able to get to them in the first place, I wouldn't be here asking for help. All I need to do is update her account with my cell number. She needs to access her account. She has limited walking abilities and can no longer get out of the house. she orders her food, makes her doctors appointments and handles all other functions from her PC. Please, is there anyway to add my number so i can reset her PIN? You can verify my account info and see that the last names match.

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