PIN failure, something everyone seems to have a problem with.

Connect the laptop to the internet from the sign-in screen before retrying I forgot my PIN, because Microsoft-account PIN recovery may fail without network access.

1. Retry PIN recovery while connected

Since the current reset attempt hangs and restarts, change the network condition before trying it again:

1. On the sign-in screen, select the Network icon in the lower-right corner.
2. Connect to Wi-Fi, or preferably connect the laptop directly to the router with an Ethernet cable.
3. Select I forgot my PIN and complete Microsoft-account verification.

The Windows PIN is device-specific and is not the same credential as the Microsoft-account password. Also, I forgot my PIN on the sign-in screen is available for Microsoft accounts, not local accounts.^1^ Microsoft lists checking the lock-screen network connection as a sign-in troubleshooting step.^2^

2. Check for an invisible password button

If the laptop runs Windows 11 24H2 or 25H2 and received the August 2025 preview update or a later update:

1. Select Sign-in options.
2. Move the pointer across the area where the sign-in icons normally appear.
3. If an empty space highlights, select it. It may open the password field even though its icon is invisible.
4. Enter the password for the account shown on the screen.

Microsoft documented this missing-icon issue and later addressed it in an update. It primarily affected managed or enterprise environments and was unlikely on personal Home or Pro devices, so this branch applies only if that hidden placeholder is present.^3^

3. Try password authentication in Safe Mode

If PIN recovery still restarts:

1. At the sign-in screen, hold Shift while selecting Power > Restart.
2. Select Troubleshoot > Advanced options > Startup Settings > Restart.
3. After restart, press 5 or F5 for Safe Mode with Networking.
4. Try the account password—not the PIN.

Safe Mode does not offer PIN or biometric authentication; it requires the Microsoft-account or local-account password. This provides another supported sign-in path, but it does not guarantee that a password rejected in normal mode will work.^2^

If sign-in succeeds, open Settings > Accounts > Sign-in options > PIN (Windows Hello) > I forgot my PIN, then create a new PIN.^1^

4. Use Windows Recovery Environment

If Safe Mode does not provide access, return to Shift + Power > Restart. This opens Windows Recovery Environment (WinRE), which is built into Windows 11.^4^

Try the least destructive applicable option first:

• If this began immediately after an update:
  Troubleshoot > Advanced options > Uninstall Updates.
• If a restore point exists:
  use System Restore, which rolls back system files and settings without affecting personal files.^5^

Some WinRE operations require the BitLocker recovery key when device encryption is enabled, so do not begin a reset until that key is available.

5. Last resort: reinstall Windows while retaining personal files

In WinRE, select:

Troubleshoot > Reset this PC > Keep my files

This reinstalls Windows and retains personal files, but removes installed applications and settings. Back up anything important first if WinRE or recovery media gives you a way to do so. Avoid Remove everything unless complete data removal is acceptable. During reset, the display may remain black for more than 15 minutes and the computer may restart; do not force it off because that can cause the reset to fail.^6^

Microsoft’s published status

Microsoft provides general PIN and Windows Hello recovery guidance, but there is no verified public Windows Release Health entry identifying this exact PIN reset hangs and then restarts symptom as a current widespread issue or announcing a general fix date. Release Health is where Microsoft publishes known and resolved Windows servicing issues.^7^

If none of these supported paths works, use Contact Support from Microsoft’s PIN recovery page. Support cannot bypass account security or directly change account details, but it can help determine whether device recovery or manufacturer service is required.^1^

References

1. Change or reset your PIN in Windows | Microsoft Support
2. Troubleshoot Problems Signing In to Windows | Microsoft Support
3. October 20, 2025—KB5070773 (OS Builds 26200.6901 and 26100.6901) Out-of-band | Microsoft Support
4. Windows Recovery Environment (Windows RE)
5. Windows recovery environment | Microsoft Support
6. [Windows 11](https://support.microsoft.com/windows/experience/backup-recovery/reset-your-pc#reset-steps)
7. Windows release health | Microsoft Learn