Windows 10: Windows Hello Pin Problems

I'm trying to log into a Microsoft app, but the Windows Hello is preventing me from doing so. I've changed and reset my pin multiple times but when I go to try and use the new pin Windows Hello tells me it's the wrong pin. What do I do?

:)

 

Login with PIN and Hello

Hi Jean,

Windows 10 includes multiple options to sign-in to your account, including the ability to sign-in using a PIN and Windows Hello, which uses facial recognition. For us to provide a solution suited to your concern, we need additional information. Can
you answer the questions below?

• How are you setting the PIN and Hello?
• Which build version of Windows is your PC running on?
• Were there any error codes or messages?

In the meantime, we suggest that you follow the steps below on how to set up PIN.

• Open Settings.
• Select Accounts.
• Click Sign-in options.
• Click the Add button for the PIN and set your PIN.
• Do the same for the Windows Hello.

Looking forward to your response.

 

windows hello and pin

Hi,

This error code is usually caused by corrupted Windows system files. For better assistance, we would like to ask the following:

• What happens when you're trying to set up Windows Hello or a pin on your computer?
• Is there an error message displayed when setting up Windows Hello or a pin?
• What troubleshooting steps have you done so far?
• How did you reinstall Windows?

Looking forward to your reply so we can provide the best resolution for you.

 

PIN and Windows Hello

Hi, E.P. Santos

Welcome to the Microsoft Community.



I'm sorry to hear about the difficulties you're experiencing with your PIN and Windows Hello on your computer. I understand how frustrating it can be when you're unable to access your device.

To address this issue, let's try a few troubleshooting steps:

1. Reset the Windows Biometrics Service:
   
   Stop biometric service:
   
   • Press Windows + R at the same time to open the Run dialog box and type services.msc.
     
   • Select 'Windows Biometrics Service'.
     
   • Right-click the service and select Stop from the list that appears.
     
   
   Back up the previous database:
   
   • Open Windows Explorer.
     
   • Go to
     
     
   • Copy and paste the .dat file into the newly created folder.
     
   Deleting the old database:
   
   • Open Windows Explorer.
     
   • Go to
     
     
   • Delete the .dat file.
     
   
   Start the biometric service:
   
   • Press Windows + R simultaneously to open the Run dialog box and type services.msc.
     
   • Select 'Windows Biometrics Service'.
     
   • Right-click on it and select Start from the list that appears.
     
   
   2. Delete the NGC folder
   
   • Search for 'cmd' in the start menu
     
   • Run 'Command Prompt' as administrator and enter the following command:
     
   • Navigate to the path below and delete all the contents of this folder.
     
   3. Try resetting the Pin: you can try resetting Windows Hello to see if that resolves the problem. To do this, go to Settings > Accounts > Sign-in options > Windows Hello (PIN) > Remove. After removing the Windows Hello PIN, restart your computer and set up a new PIN.
   

If the issue persists after trying these steps, please provide us with more information about your device, such as the make and model, as well as any recent changes or updates that may have occurred before the problem started.

Thank you for your patience, and I'll do my best to assist you further.

Best Regards

Martin | Microsoft Community Support Specialist