Fix Windows 10/11 Sign-In Issues: Reset PIN, Repair Hello, and Regain Access
Difficulty: Intermediate | Time Required: 20 minutesWindows 10/11 sign-in problems can show up in frustrating ways: your PIN suddenly “isn’t available,” Windows Hello face/fingerprint stops working, you’re stuck in a loop after an update, or the login screen won’t accept the correct credentials. The good news: most of these issues are recoverable without reinstalling Windows.
This guide walks you through safe, practical fixes—starting with the least invasive options (resetting your PIN) and progressing to repairs (Hello components, account checks, and local troubleshooting) so you can regain access quickly.
Prerequisites
Before you begin, try to gather the following:- Your Microsoft account password (if you sign in with an email address).
- Internet access (recommended; required for some Microsoft account fixes).
- A second admin account (optional but helpful), or access to Windows Recovery Environment (WinRE).
- Windows version notes:
- Windows 11: Settings → Accounts → Sign-in options has most Hello/PIN controls.
- Windows 10 (1909/2004/20H2/21H2/22H2): similar options, but some wording differs.
Note: If you’re signing into a work/school device (Azure AD/Domain), your organization may enforce Hello policies. In that case, some options may be blocked.
Step-by-Step: Fix PIN and Windows Hello Sign-In Problems
1) Identify what type of sign-in you’re using
- On the sign-in screen, look at the username line:
- Email address = Microsoft account
- PC name\Username or just Username = Local account
- If you see “Sign-in options”, click it to view PIN/Password/Hello methods available.
Tip: If the PIN fails, try switching to Password temporarily. PIN issues can be isolated from your actual account credentials.
2) Quick fix: Use password sign-in and re-create the PIN (recommended)
This is the most common fix for “Your PIN isn’t available” and Hello failures.- At the sign-in screen, select Sign-in options.
- Choose the Password icon and sign in using your account password.
- Once on the desktop, open:
- Windows 11: Settings → Accounts → Sign-in options
- Windows 10: Settings → Accounts → Sign-in options
- Under PIN (Windows Hello):
- Click I forgot my PIN (best option if available), or
- Click Remove (if you can), then Set up to create a new PIN.
- Restart the PC and test the PIN at the sign-in screen.
Warning: If you use BitLocker, Windows may request your recovery key after certain account/security changes. Make sure you know where your BitLocker recovery key is stored (often in your Microsoft account or IT portal).
3) If “I forgot my PIN” is missing or fails: reset PIN from the lock screen (Microsoft accounts)
On many systems, Windows can reset the PIN from the login screen if you’re using a Microsoft account.- On the sign-in screen, enter any PIN until you see PIN reset or I forgot my PIN.
- Follow prompts to verify your Microsoft account (password + security code).
- Create a new PIN and sign in.
Note: This typically requires internet access. If you’re offline, use your password to log in first (if possible), then fix the PIN from Settings.
4) Repair Windows Hello (face/fingerprint) configuration
If PIN works but face/fingerprint fails—or Hello options disappeared—repair Hello.- Go to Settings → Accounts → Sign-in options.
- Under Facial recognition (Windows Hello) or Fingerprint recognition (Windows Hello):
- Click Remove
- Then click Set up and re-enroll your face/fingerprint.
- If the camera/fingerprint sensor isn’t detected:
- Press Win + X → Device Manager
- Expand Cameras (or Imaging devices) and Biometric devices
- Right-click the device → Uninstall device
- Restart Windows (drivers often reinstall automatically)
- Optionally run Settings → Windows Update → Check for updates to obtain vendor drivers.
Tip: For laptops, the best Hello reliability comes from OEM drivers (Dell/HP/Lenovo/ASUS) rather than generic ones.
5) Fix “Something happened and your PIN isn’t available” by clearing the NGC folder (advanced but effective)
If Windows refuses to reset PIN or keeps looping, the PIN credential store (NGC) may be corrupted.Option A (easier): do this from a second admin account
- Sign into another administrator account on the same PC (if available).
- Open File Explorer and enable hidden items:
- View → Show → Hidden items (Win11)
- View → Hidden items (Win10)
- Navigate to:
C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\NGC
- Take ownership (if you get access denied):
- Right-click NGC → Properties → Security → Advanced
- Next to Owner, click Change
- Enter your admin username → Check Names → OK
- Enable Replace owner on subcontainers and objects
- Apply changes
- Delete the contents of the NGC folder (or rename the folder to
NGC.old). - Restart the PC.
- Go back to Settings → Accounts → Sign-in options and set up a new PIN.
Warning: Deleting/renaming NGC removes stored PIN/Hello data for that Windows installation. It doesn’t delete your Microsoft account, but you will need to reconfigure PIN/Hello.
6) Repair system files (when sign-in options break after updates)
Corrupted system components can cause Hello and credential UI failures. Run these repairs after you regain desktop access.- Right-click Start → Terminal (Admin) or Command Prompt (Admin).
- Run (wait for each to finish):
sfc /scannowDISM /Online /Cleanup-Image /RestoreHealth
- Restart the PC and test sign-in again.
Note: DISM can take 5–15 minutes depending on system speed and whether it downloads repair content.
7) If you can’t get into Windows at all: use WinRE to regain access
If you’re locked out entirely, try Windows Recovery Environment:- From the sign-in screen, hold Shift and click Power → Restart.
- Go to Troubleshoot → Advanced options.
- Try these in order:
- Startup Repair
- System Restore (if restore points exist)
- Uninstall Updates (remove latest quality/feature update if the issue started after patching)
Tip: If you can reach Safe Mode, you may be able to sign in with password and then reset PIN/Hello from Settings.
Tips and Troubleshooting Notes
- PIN vs Password: A Windows Hello PIN is tied to the device and can break even when the password is correct. Always try the password sign-in first.
- Microsoft account verification loops: If verification codes don’t arrive, confirm the PC’s date/time is correct (WinRE or BIOS time issues can break sign-in services).
- Domain/Azure AD devices: Hello may be managed by policy. If “Remove” or “Set up” is greyed out, contact IT or check Settings → Accounts → Access work or school.
- After hardware changes: TPM-related changes (BIOS updates, firmware resets) can invalidate Hello keys. Recreating the PIN often resolves this.
- Keep a backup sign-in method: Add an additional admin account or ensure you can use password sign-in before relying solely on Hello.
Conclusion
Windows 10/11 sign-in issues are usually caused by corrupted PIN/Hello data, driver problems, or post-update component glitches—not a permanently “locked” account. By switching to password sign-in, resetting the PIN properly, re-enrolling Hello, and repairing system components, you can typically restore normal access in under 20 minutes without reinstalling Windows.Key Takeaways:
- Resetting the PIN from Settings or the lock screen fixes most “PIN isn’t available” errors.
- Re-enrolling Windows Hello and updating biometric/camera drivers restores face/fingerprint sign-in.
- Clearing the NGC folder (with proper permissions) resolves stubborn PIN corruption.
- Running SFC and DISM helps when sign-in components break after updates.
- WinRE options (Startup Repair/System Restore/Uninstall Updates) can recover access when you can’t log in.
This tutorial was generated to help WindowsForum.com users get the most out of their Windows experience.
