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How to Reset a Forgotten Surface Password or PIN
Question details
The user is locked out of their Surface laptop after forgetting both the account password and the Windows Hello PIN.
- Product
- Microsoft Surface
- Device & OS
- Windows
- Scenario
- Attempting to sign in to a Surface laptop without the required credentials, where alternative security questions have also been forgotten.
- Observed behavior
- The password and PIN recovery options are unavailable, or clicking the 'Forgot PIN' link loops continuously back to the sign-in screen.
Ensure your Surface device is plugged into a power source to prevent unexpected shutdowns during the recovery process, and have a secondary device ready to access Microsoft's online recovery page.
Reset Your Microsoft Account Password Online
Use this method if your Surface laptop is signed in with a Microsoft account and connected to the internet.
By resetting your Microsoft account credentials online using another device, you can sync the new password to your locked Surface laptop.
On a smartphone or another computer, open a web browser and navigate to the official Microsoft account password reset page.
Enter the email address associated with your locked Surface account, and choose to receive a security code via your alternate email or phone number.
Enter the verification code, then type a new, secure password. Save the changes.
Return to your locked Surface laptop, ensure it is connected to Wi-Fi, and sign in using the newly created password.
Reset the Surface via Windows Recovery Environment
Use this method if online recovery fails or if you forgot your local account security questions.
Equip Your Recovered Surface with WPS Office
After resetting your Surface laptop, you will need a fast and reliable suite to manage your documents. WPS Office is a free, lightweight, and highly compatible alternative to Microsoft Office that lets you instantly return to productivity without expensive subscriptions.
Frequently Asked Questions
Why does the 'I forgot my PIN' link loop back to the sign-in screen?
This issue is often caused by a corrupted local credential manager or temporary network glitches. Resetting your Microsoft account password online or booting the device in Safe Mode can sometimes break this loop.
Will I lose my personal files if I reset my Surface PC?
If you choose the 'Keep my files' option during the Windows Recovery process, your personal documents will be saved, but downloaded applications and customized settings will be removed. Choosing 'Remove everything' will erase all data.
What if I use a local Windows account and forgot my security questions?
If you are using a local account without a password reset USB drive and cannot remember your security questions, there is no way to retrieve the password. You must select 'Reset this PC' and choose 'Remove everything' to regain access to the device.
