Did not recognize the PIN

Recover the personal Microsoft account from another phone or computer first, because both the Windows Hello PIN and Microsoft account password failed and the verification message did not arrive.

1. Recover the Microsoft account

1. On another connected device, open Reset password.
2. Enter the exact Outlook, Hotmail, or Live address shown on the Windows sign-in screen.
3. Choose an available email, phone, or other verification method.
4. If the listed methods are inaccessible, select I don’t have any of these and follow the account-recovery prompts. Microsoft documents this as the recovery path when security information is unavailable.^1^
5. Create a new password after Microsoft verifies the account.

Do not request codes repeatedly. Excessive requests can cause a temporary delivery block. If another method is available, use it; otherwise, stop requesting codes and wait before trying again.^1^

If the normal recovery process cannot verify the account, use Microsoft’s account recovery form. Supply a working contact email and as much historical account information as possible. Microsoft sends the result to that contact address, normally within 24 hours; unsuccessful recovery submissions are limited to twice per day.^2^

2. Sign in to Windows with the recovered password

After confirming that the new password works online:

1. Return to the Windows 10 sign-in screen.
2. Select Sign-in options.
3. Select the password icon rather than the PIN icon.
4. Enter the newly recovered Microsoft account password.

A Windows Hello PIN is separate from the Microsoft account password, so recovering the password does not automatically change the old PIN.^3^

3. Replace the PIN

Once Windows opens:

1. Select Start → Settings → Accounts → Sign-in options.
2. Select Windows Hello PIN.
3. Select I forgot my PIN and complete account verification.
4. Create a new PIN.^3^

If the recovered password works online but not in Windows

Try Safe Mode with Networking:

1. At the sign-in screen, hold Shift while selecting Power → Restart.
2. Select Troubleshoot → Advanced options → Startup Settings → Restart.
3. Press F5 for Safe Mode with Networking.
4. Sign in with the Microsoft account password; PIN and biometric sign-in are unavailable in Safe Mode.^4^
5. If successful, restart normally and reset the PIN from Settings → Accounts → Sign-in options.

Avoid registry changes or resetting the PC at this stage. Those are not required for the supported account-and-PIN recovery sequence and could introduce additional problems or data loss.

Microsoft support agents cannot manually send verification codes, reset the password, or alter account security details. If recovery remains blocked, use Contact Support from the PIN-reset support page for the available support route.^3^

References

1. Troubleshoot Microsoft verification code issues | Microsoft Support
2. Help with the Microsoft account recovery form | Microsoft Support
3. Change or reset your PIN in Windows
4. Troubleshoot Problems Signing In to Windows | Microsoft Support