Fix Windows 10 and 11 sign-in problems

Signing in to Windows 10 or 11 is usually simple, but sometimes problems occur. The common problems are:

• Forgotten PIN (Windows Hello): You cannot remember your PIN.

• Forgotten password: You cannot remember your password.

• Fingerprint not working (Windows Hello): The fingerprint reader does not respond, or does not recognise your fingerprint.

• Camera does not recognise your face (Windows Hello): Facial recognition does not work.

Do you sign in to Windows with a Microsoft 365 work account? Your Windows password is then your Microsoft 365 password. If you forgot that password, or Microsoft 365 blocks your sign-in, your business owner or IT manager can help. Send them Help a staff member who cannot sign in to Microsoft 365.

Table of Contents

1. Choose the correct sign-in option
2. Forgotten PIN (Windows Hello)
3. Forgotten password
4. Fingerprint not working (Windows Hello)
5. Camera (Windows Hello) does not recognise your face
6. Use 1Password to keep your sign-in details
7. Contact us

1. Choose the correct sign-in option

Your Windows PIN is for one device only. It is usually not the same as your Microsoft 365 (email) password. The sign-in options can be different on each computer, because they depend on what is turned on.

• On the lock screen, click Sign-in options.
• Icons show for PIN, Password, Fingerprint and other options.
• To use your password, click the key icon.
• To use your PIN, click the number pad icon.

2. Forgotten PIN (Windows Hello)

Symptoms

• You cannot remember your PIN.
• Windows shows an error that the PIN is incorrect.

Quick fixes

• Use a different sign-in option (password or fingerprint).

Detailed steps

• Go to Windows Settings > Accounts > Sign-in options.
• Click I forgot my PIN and confirm your identity.

For Microsoft 365 work accounts

• Your administrator must turn on PIN reset. To confirm your identity, you need your Microsoft 365 password and MFA. If they do not work, send your business owner or IT manager Help a staff member who cannot sign in to Microsoft 365.

3. Forgotten password

Symptoms

• You cannot remember your password.
• Windows shows an error that the password is incorrect.

Quick fixes

• Use a different sign-in option (PIN or fingerprint).

Detailed steps

• On the lock screen, enter an incorrect password one time. Windows then shows a Reset password link.
• Click Reset password and follow the prompts.

For Microsoft 365 work accounts

• Your Windows password is your Microsoft 365 password. Your business owner or IT manager can reset it in the IT Solver dashboard. Send them Help a staff member who cannot sign in to Microsoft 365.

4. Fingerprint not working (Windows Hello)

Symptoms

• Windows does not recognise your fingerprint.
• Windows shows an error about the fingerprint sensor.

Quick fixes

• Make sure that your finger is dry.
• Clean the sensor, then try again.
• Use a different sign-in option (password or PIN).

Detailed steps

• Go to Windows Settings > Accounts > Sign-in options.
• Remove your fingerprint, then add it again.

5. Camera (Windows Hello) does not recognise your face

Symptoms

• The camera does not recognise your face.
• Windows shows an error about facial recognition.

Quick fixes

• Use a different sign-in option (PIN or password).

Detailed steps

• Go to Windows Settings > Accounts > Sign-in options.
• Under Facial recognition, click Remove, then set it up again.

6. Use 1Password to keep your sign-in details

1Password keeps your sign-in details safe. You must still type your details at the lock screen. But you can open your saved details on a different device if you forget them.

Why use 1Password?

1Password is a secure vault for all your passwords and PINs.

Features for Windows sign-in

• Secure storage: Keep your Windows password and PIN safe.
• Easy access: Find your details quickly when you cannot remember them.

Use a different device

• Your phone or another computer: If you cannot get past the lock screen, open 1Password on your phone or another computer to find your saved Windows password or PIN.

Limits

• No autofill at the lock screen: 1Password cannot fill in your details at the lock screen. You must type them.

7. Contact us

If you still have problems, email support@itsolver.net or phone 07 3123 6000. For ongoing help, see our IT Solver support plans.