Incorrect pin and no other option for how to sign into laptop

On the sign-in screen look right below where it asks for your PIN — there should be a small "Sign-in options" link. Click that and look for a password icon. If you can sign in that way using your regular Microsoft email and password, you're back in and can sort the PIN out from inside Settings.

Next time it pops up after a failed PIN attempt, don't just focus on the code — look carefully at the bottom of that screen for a small link that says something like "I forgot my PIN" or "Reset PIN."

Since you're locked out, try this instead — hold the power button down hard for about 10 seconds until the laptop shuts off completely. Turn it back on, and then force shut it off again as soon as you see the Windows logo. Do that three times in a row and Windows should automatically drop you into a recovery screen where the Troubleshoot options will finally appear.

If there's a physical Microsoft Store near you, just walk in — the in-person support team deals with exactly this kind of lockout issue regularly and can often sort it quickly. Second, try messaging @MicrosoftHelps on X

As a last option, you can do Windows Reset: choose the option that keeps all your personal files, photos and documents intact. It essentially just wipes the account and PIN problem away and lets you start fresh with your login.

Microsoft Reference Article:

Change or reset your PIN in Windows

If you are unable to sign into your Surface laptop using your PIN or facial recognition, and you don't have an alternate sign-in method available, you can try the following steps:

1. Reset Your PIN from the Lock Screen:
   • On the lock screen, expand the Sign-in options link and select the PIN pad icon.
   • Choose I forgot my PIN from the PIN credential provider.
   • Follow the prompts to authenticate and reset your PIN. If you are using a Microsoft Entra hybrid joined device, ensure you have corporate network connectivity to complete this process.
2. Using an Alternate Credential: If you have another sign-in method set up (like a password), try using that to log in.
3. Accessing Recovery Options: If the above methods do not work, you may need to access recovery options:
   • Restart your device and try holding down the Shift key while selecting Restart. This should bring up recovery options. If it does not, you may need to use a recovery USB or reinstall Windows if you have that option available.
4. Contact Microsoft Support: Since you mentioned having trouble reaching Microsoft support, consider trying again or using their online support options for further assistance.

Make sure to document any error messages you receive, as this information can be helpful when seeking support.

References:

• User experience
• Troubleshooting