Password & Account Recovery

How to Recover a Microsoft 365 or Windows Hello PIN

Nimra Malik Sep 29, 2026 869 views

Question details

The user is prompted to enter a PIN to access a new computer or Microsoft 365 applications, but they do not know or have forgotten the PIN.

How to Recover a Microsoft 365 or Windows Hello PIN

Product: Windows / Microsoft 365
Device & OS: Windows
Scenario: Setting up or signing into a new Windows computer and encountering a PIN prompt.
Observed behavior: The system requests a PIN for device access, often confusing users who believe Microsoft 365 requires a separate application PIN rather than the system's Windows Hello PIN.

Before you start

Ensure your computer is connected to a stable internet connection and that you know your primary Microsoft account password and have access to your two-step verification methods.

Solution 1Recommended

Reset the PIN from the Windows Sign-in Screen

Use this method if you are completely locked out of your computer at the lock screen.

Microsoft 365 does not use a standalone access PIN. The prompt you are seeing is for your Windows Hello PIN, which is associated with the device itself and your Microsoft account.

Select 'I forgot my PIN'

On the Windows sign-in screen, look below the PIN entry text box and click on the 'I forgot my PIN' link.

Verify your identity

Enter your Microsoft account password when prompted. You will then need to verify your identity using a secondary email address, phone number, or authenticator app associated with your account.

Enter the security code

Check your secondary device or email for the security code, enter it into the prompt on your computer, and click 'Verify'.

Create a new PIN

Follow the on-screen instructions to set up and confirm your new Windows Hello PIN. You can now use this PIN to sign in and access Microsoft 365.

Reset the PIN from the Windows Sign-in Screen

Internet Connection Required: You must be connected to the internet to reset your PIN from the lock screen so Windows can verify your Microsoft account credentials.

Solution 2

Create a New PIN via Windows Settings

Use this method if you are already signed in using your Microsoft account password and want to set up or change your PIN.

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Frequently Asked Questions

Why is Microsoft 365 asking for a PIN instead of a password?

Microsoft 365 integrates with your Windows operating system's security. It doesn't have its own PIN; instead, it relies on Windows Hello. The prompt is simply asking for the device-level Windows Hello PIN you configured during your computer setup.

Can I remove the Windows Hello PIN entirely?

Yes, once logged in, you can remove it by navigating to Settings > Accounts > Sign-in options, expanding 'PIN (Windows Hello)', and clicking 'Remove'. You may first need to toggle off 'For improved security, only allow Windows Hello sign-in for Microsoft accounts on this device' located on the same settings page.

What should I do if the 'I forgot my PIN' option is missing on the lock screen?

If the PIN recovery option is missing, click 'Sign-in options' beneath the PIN box. Select the key icon to log in with your Microsoft account password. Once you have accessed your desktop, you can reset your PIN through the Windows Settings menu.

Login & Account Issues