My surface account is locked, I can't use face ID, My PIN does not work.

Hi, Vikki:

Thank you so much for your promoted reply.

YES it is frustrating that I am worried about someone hacked into my computer and I can't work as usual.

Please see my answers to your questions below. Again, really appreciate your help.

To help narrow this down, could you please confirm:

• Does the sign-in screen show Sign-in options and is there an option to enter your Microsoft account password instead of using Face recognition or the PIN? No. there are only 2 options, face recognition or PIN. Even after I entered A1B2C3. The system tells me that I "have to" sign in with PIN, and I entered right PIN, but it said Wrong, and no options to reset my PIN or using password.
• Is the Surface connected to Wi-Fi from the lock screen? I tried both WIFI or docking station, none works
• Can you still sign in to your Microsoft account successfully from another device or browser? *YES, I am currently using a DELL laptop, and I can sign in my Microsoft account via a browser successfully. *
• What exact message appears on the Surface when the PIN is rejected? An admin has restricted sign in. to sign in, make sure your devise is connected to the internet and have your admin sign in first. when I click OK, it tells me that "you 've entered an incorrect PIN too many times, to enter again, restart your device. I am sure that I entered correct PIN, and it still tells me it was wrong. Then I went to my other laptop remote lock this one off, just in case if it was compromised.

In the meantime, please try the following:

• Connect the Surface to the Internet from the network icon on the sign-in screen. YES, it is on my docking station now
• Select Sign-in options and check whether you can sign in using your Microsoft account password. If I forgot my PIN is unavailable, Microsoft recommends signing in with the password first and then resetting the PIN under Settings > Accounts > Sign-in options > PIN (Windows Hello). You can find the official instructions here: Change or reset your PIN in Windows. I don't have I forgot my PIN option, and I don't have sign in with Microsoft account password either, very strange!
• From another trusted device, review the recent sign-in activity for your Microsoft account. If you see activity you do not recognize, secure the account by changing the password and reviewing the security information. These actives looks normal to me.
• For the error under More actions, try opening the Microsoft account device page in an InPrivate or Incognito window or use another browser. If the same error continues, keep the Trace ID available for Microsoft Support, but please do not post the full Trace ID or other account details publicly. Tried different browser, Incognito window, same error appeared.

Hi Xiao Wen,

Thank you for taking the time to go through each question and share the results. I can understand why the “administrator has restricted sign-in” message would be concerning, especially when you are certain that you are entering the correct PIN.

One helpful detail is that you can still sign in to your Microsoft account successfully from another device and the recent sign-in activity looks normal. Based on what you've shared, there isn't enough information to conclude that your Microsoft account has been compromised.

Could you confirm one last detail: Is this a personal Surface that has never been connected to a work or school organization or has it ever been managed by an employer or school?

Given the administrator restriction message and the fact that the usual recovery sign-in options are unavailable, I would recommend contacting Microsoft Support and providing the Trace ID privately so they can investigate the service/sign-in error further. Please don't post the full Trace ID or other account information publicly.

Please note that this is a user-to-user support forum, so forum members and moderators don't have access to the account or device-side service information needed to investigate that Trace ID directly.

Thank you again for all the details you've provided.

Hi Xiao Wen,

Is there any update from you?  

If yes, please feel free to let us know. 

Hi Vikki,

Thanks for the update.

I suspect the admin restriction message may be appearing because I logged into my Microsoft account and remotely locked the laptop due to a security concern at the time.

Even before I remotely locked the device, I still didn't have the option to reset the PIN or log in using a password.

My Mrs. was playing around with my laptop at night, and Windows Hello face recognition became locked after several failed attempts. Normally, I can log in using my PIN, but it keeps telling me that the PIN I entered is incorrect.

I then remotely locked the device through my Microsoft account. However, when I select "More options", I get the error with the Track ID mentioned earlier, rather than seeing an option to remotely unlock the device as I expected.

I would really appreciate it if you could suggest any other options or troubleshooting steps I could try.

I assume the laptop was never enrolled in a school or company account. I have been using it for about four months since purchasing it from someone else, and as far as I know, the previous owner did not work for an organisation that would have managed the device through an MDM platform.

Thanks again for your help. I really appreciate it.

Hi Xiao Wen,

Thank you for clarifying. Since the PIN and password sign-in options were already unavailable before you remotely locked the Surface, the remote lock does not appear to be the original cause.

Could you please confirm the following?

• What is the exact “administrator restriction” message displayed on the screen?
• When you select Sign-in options, which icons or options appear?
• Does the account shown on the sign-in screen belong to you or does it show the previous owner’s name?
• Was Windows reset or clean-installed after you purchased the Surface?

If possible, please share a photo of the sign-in screen, but make sure to hide any names, email addresses, Track IDs or other personal information.

In the meantime, please try these steps:

• Connect the Surface to the Internet using the network icon on the sign-in screen, restart it, and check Sign-in options again.
• Verify the keyboard language and try entering the PIN with the on-screen keyboard, as a different keyboard layout can cause incorrect input.
• If I forgot my PIN appears, follow Microsoft’s official guidance here: Change or reset your PIN in Windows.
• If no password or PIN recovery option is available, hold Shift while selecting Power > Restart, then go to Troubleshoot > Advanced options and try Startup Repair or System Restore, if available.

Because this is a second-hand device, the administrator message may be related to a remaining configuration from the previous setup, but I would need the exact message before confirming that.

Please note that this is a user-to-user support forum. Moderators and contributors cannot access your account, investigate the Track ID, or remotely unlock the Surface through Microsoft’s back-end systems. If More options continues to return the same error, please keep the Track ID private and provide it directly to Microsoft Support, so the appropriate team can review the service error securely. Thank you so much for your cooperation.

Hi Xiao Wen,

Thank you for the update. I understand why this is frustrating, especially since you have not spoken with a support agent today but are still receiving the daily call limit message.

Microsoft does provide support options for customers in New Zealand, and the New Zealand Contact Support page lists live chat with a Microsoft specialist as one of the types of additional assistance that may be available: Contact Microsoft Support in New Zealand.

The screenshot also shows that a service request has already been opened. Please check the Request history tab to see whether the request has a reference number, status update, or another available contact option.

As additional troubleshooting suggestions, you may try signing out of the support page, opening the New Zealand support link in an InPrivate or Incognito window, and signing in again with the same personal Microsoft account. You can also try another browser or device. However, I cannot guarantee that these steps will clear the daily limit because that message is controlled by the support system.

Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, cannot directly intervene in Microsoft product features or access back-end systems. My role is limited to providing technical guidance on reported issues, requests, or ideas. Therefore, I cannot reset the support limit, access the service request, investigate the Track ID, or arrange a callback on your behalf.

If the contact options remain unavailable, you may try signing in to the New Zealand Contact Support page with a different personal Microsoft account and submit the support request again. I really appreciate your patience and cooperation throughout this process.

Hi, Vikki:

Thanks for the update.

It this meaning that it reached to Microsoft support call back daily limit?

I tried the same thing again this morinng and different errror showed up "There was a problem submitting your support request" please try agian.

And my request history shows nothing, is this still meaning my request still opening?

It is quite frustrating to have a $2000 worth laptop sitting in the corner does nothing, and I can't even commuicate with the manufacturer.