Security Pin

Hi Xhebrail Beqiri,

Thank you for reaching out to Microsoft Q&A forum. I know it’s stressful when your Surface suddenly asks for a PIN you can’t remember, especially when Face Recognition isn’t letting you in.

Here’s what I’d suggest trying, depending on what you see on your screen:

If you see “I forgot my PIN” on the sign‑in screen, this is the fastest option:

1. On the sign‑in screen, select Sign‑in options
2. Choose the PIN icon
3. Click I forgot my PIN
4. Sign in with your Microsoft account password
5. Confirm the security code sent to your email or phone
6. Set a new PIN

Once that’s done, Face Recognition should start working again automatically.

If you don’t see the “I forgot my PIN” option, Windows may want you to sign in another way first.

1. Select Sign‑in options on the sign‑in screen
2. Choose Password and sign in with your Microsoft account password
3. Go to Settings > Accounts > Sign‑in options
4. Under PIN (Windows Hello), select I forgot my PIN and reset it

If you also can’t remember your Microsoft account password, please try resetting that first on another device:

• Go to Microsoft’s account recovery page and reset your password
• Then return to your Surface and follow the steps above to reset the PIN

One quick note: if this Surface is managed by your company or work IT, some PIN options can be restricted by policy. In that case, signing in with your password or contacting your IT team will be the quickest path forward.

If you get stuck at any step or see an error message, feel free to reply and let me know exactly what’s showing on your screen. I’m happy to walk through it with you.

If you have any further questions regarding this answer, please click "Comment".

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If you're unable to remember your PIN or it's not working, you can reset it from the lock screen. Here’s how you can do it:

1. On the lock screen, click on Sign-in options.
2. Select the option to remove your current PIN.
3. After removing the PIN, you can add a new one.

This process should help you regain access to your device using a new PIN. If you continue to have issues, consider checking if your biometric authentication is functioning correctly or if there are any other underlying issues with your device.

References:

• Facial recognition logon doesn't work after you apply a Group Policy setting in Windows 10
• Windows Hello Enhanced Sign-in Security