Help logging in to my computer

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If your facial recognition or PIN is no longer recognized, try resetting it.

That is, on the Windows Hello Sign-in screen, select 'I forgot my PIN' and follow the prompts to reset your PIN. Once done, sign in with your new PIN.

Reference-

Change or reset your PIN in Windows

Follow these steps on the computer to get back in using Windows Hello (face) or PIN:

1. Sign in with another method

• On the Windows sign-in screen, choose Sign-in options.
• Select Password (or another available method) and sign in with the Microsoft account password, since that still works on the phone.
• If no other sign-in method works and the PIN is completely blocking access, the only supported resolution in a similar case was to back up data (if possible) and perform a clean reinstall of Windows.

2. Fix Windows Hello Face not recognizing Once signed in:

1. Clean and check the camera and environment

• Make sure the camera is clean and not covered.
• Improve lighting (avoid very bright light from one side or a dark room).
• Remove hats or accessories that cast shadows on the face.
• If glasses, makeup, or facial hair changed significantly since setup, plan to rescan the face.

2. Improve or re-set up facial recognition

• Go to Start > Settings > Accounts > Sign-in options > Windows Hello Face.
• Select Improve recognition to add another face template (for example, with and without glasses).
• If still unreliable, remove Windows Hello Face and set it up again from the same page.

3. If the device says it can’t find a compatible camera

• Some devices (for example, Surface Laptop 13-inch 1st Edition and all Surface Laptop Go models) do not support Windows Hello Face; use fingerprint or PIN instead.
• If the device should support Face, make sure Windows and firmware are fully updated using the vendor’s update tools.

3. Fix PIN problems If the PIN is not accepted but a password still works:

• Sign in with the password.
• Go to Settings > Accounts > Sign-in options.
• Remove the existing PIN, then add a new PIN.

If the system shows errors like “Something went wrong” every time the PIN is set up and no other sign-in method works, the only confirmed resolution in a similar case was to reformat and clean-install Windows.

4. General Windows Hello reliability tips

• Always ensure the camera is clean and unobstructed.
• Avoid harsh side lighting; use even front lighting.
• Re-scan the face if starting or stopping use of glasses, or after major facial hair changes.
• Use Improve recognition instead of only deleting and re-adding, because it adds extra templates and can improve recognition.

If, after checking lighting, camera, and re-enrolling the face, Windows Hello still fails consistently, there may be a hardware issue with the camera and the device manufacturer or a repair service should be contacted.

References:

• Troubleshoot problems with Windows Hello on Surface
• Windows Hello common issues and troubleshooting tips
• Why didn't Windows Hello facial recognition recognize me?
• Unable to log in to Dell Rugged Laptop - Microsoft Q&A