Help with Surface - Reset process not working

babette Gladstein 0 Reputation points
2026-08-21T20:02:22.3733333+00:00

I have a older surface (Microsoft Surface 6th generation) which I will giving away to a person who helps me at the office. I can't remember the pin and even though it lets me reset the surface, whenever is finished it goes back to asking for my pin to sign in. I am not sure how to solve this.

Windows for home | Previous Windows versions | Devices and drivers
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  1. Clary-N 16,020 Reputation points Microsoft External Staff Moderator
    2026-08-22T00:41:29.2366667+00:00

    Hi babette Gladstein,

    Have you had a chance to try the suggestions provided in the AI Answer yet? If so, please let me know which steps you tried and how they worked. Also, when the reset completes and returns to the sign-in screen, does it ask for your PIN, your account password or a BitLocker recovery key?

    I would also like to confirm which version of Windows is currently installed on the Surface, as the available recovery and reset options can vary depending on the Windows version. If you're able to access Windows, please press Windows + R, type winver and share either a screenshot or the full version and build number shown in the dialog.

    As an additional step, if the built-in reset continues to return to the same sign-in screen, you may want to try using a Surface USB recovery drive, which performs a more complete reinstallation of Windows.

    • On another Windows PC, download the recovery image for your specific Surface model from Microsoft's Surface Recovery Image page.
    • Create a USB recovery drive using that image.
    • Turn off the Surface and connect the USB recovery drive.
    • Press and hold Volume Down, then press and release Power.
    • When the Surface logo appears, release Volume Down and follow the on-screen recovery instructions.
    • Choose the option to fully clean the drive if you plan to give the device to someone else, as this reinstalls Windows and removes personal data, settings and installed apps.

    If possible, please also share the exact Surface model and a photo of the screen you see after the reset finishes. That may help determine whether the device is still loading the previous Windows installation, requesting account verification or encountering another issue.

    I look forward to your update and will be happy to continue troubleshooting with you.

    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.

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  2. AI answer

    2026-08-21T20:02:47.74+00:00

    If the reset completes and then returns to the same sign-in screen asking for the old PIN, use a full reset path and choose the option intended for handing the device to someone else.

    1. Open Start > Settings > Update & Security > Recovery.
    2. Under Reset this PC, select Get started.
    3. Choose Remove everything.
      • This reinstalls Windows and removes personal files, settings changes, apps, and drivers that were installed.
      • For a device being given away, this is the recommended option.
    4. Choose Cloud download or Local reinstall.
      • Cloud download is recommended, and the Surface should be connected to the internet.

    If sign-in is blocking access to Settings, start the reset from the sign-in screen:

    1. Press Windows logo key + L.
    2. Dismiss the lock screen if needed.
    3. Hold Shift and select Power > Restart.
    4. On Choose an option, select Troubleshoot > Reset this PC.
    5. Choose Remove everything.

    Important: Remove everything deletes personal files and installed apps. If the Surface is being donated, recycled, sold, or handed to another person, Microsoft recommends this option and fully cleaning the drive.

    If the built-in reset still does not work:

    1. If possible, check for Windows Updates before trying again.
    2. If reset continues to fail, create and use a Surface USB recovery drive instead.
      • A recovery drive reinstalls Windows, deletes all personal files, resets settings, and removes installed apps.

    If the issue continues even after reset or recovery, the next step is to use the Surface app and select Get Help, or submit a service order.

    References:

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

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