No PIN option, but pin is required??

Hello fabbras,

Thank you for posting in Microsoft Community forum.

There are a few possible troubleshooting steps you can try:

1. Check your keyboard input and layout at the sign‐in screen.  

• Sometimes the default keyboard layout (or an on‐screen keyboard if you’re using that) might not match what you expect—for example, the placement of symbols or numbers could be different.  

• If available, try clicking the “Show password” icon or using the on‐screen keyboard (if you haven’t already) to make sure your characters are interpreted correctly.

2. Confirm that your Surface is connected to the Internet.  

• When you change your Microsoft account password on another device, your Surface needs to connect online to update its cached credentials. If it’s not connected (or has a weak/unstable connection), it might still be using old cached info.  

• Try connecting it to a known Wi‑Fi network or even a wired connection (if possible) by restarting your router or the device.

3. Allow time for Microsoft account synchronization.  
4. Use different sign‑in options if available.  

• Since facial recognition wasn’t working and PIN wasn’t set up properly, you’re stuck with the password option. If your account offers any additional recovery or sign‑in options (like a security key or one‑time code via your mobile), see if that might help.

5. Boot into Safe Mode or the Recovery Environment.  

• If nothing seems to work and you have important data on the device, you might boot into Safe Mode.

• To access Safe Mode, hold down the Shift key and select Restart from the sign‑in screen’s power icon. Then navigate through Troubleshoot → Advanced options → Startup Settings and restart into Safe Mode. Once in Safe Mode, check if you can sign in with your new password.

6. Consider temporary local account workarounds.  

• If you can access Microsoft account recovery options or if you’re able to enter the Recovery Environment, you may be able to create a new local administrator account to back up data and perform further troubleshooting.

7. If your device is in one domain environment, you can ask your domain admin to reset password or reset PIN to see if it helps.

I hope the information above is helpful.

If you have any question or concern, please feel free to let us know.

Best Regards,

Daisy Zhou

Hello Daisy Zhou,

Thank you so much for replying to me quickly.

I have checked my keyboard input and used the on screen keyboard (as well as the physical keyboard) used the show password icon and it matches exactly what I had changed my password to.

I also have connected my surface to the internet.

I am not sure how long you would count account synchronization, but I left it the whole night to synchronize hoping that was the issue, seems like it wasn't.

I can show you my options, rather limited. I have the two sign in options: password and facial recognition while the facial recognition requires a PIN. After getting the password wrong, I have the additional option to reset my password but it comes up with an alert "no drive".

It is impossible for me to boot into safe mode because no matter the amount of times I try your method and every other, it doesn't work.

Once again this is a work account so a lot of administrator commands won't work.

I had contacted my admin to change my password yesterday and they did so, but it wouldn't help.

I know for sure this isn't my keyboard.

For more context, I had to restart my computer because a glitch in teams, and then it came up with the limited options. After this restart my computer's sign in attempts were no longer to be seen into he account - from my mobile device.

I wonder, changing the account password, is it the same thing as the general password to log into the account from the lock screen.

Thanks a lot for your reply

Hello

Thank you for your reply.

I wonder, changing the account password, is it the same thing as the general password to log into the account from the lock screen.

A: Usually, if I sign in my domain account (such as Daisy) on my domain machine, then I can change my password (the password of Daisy) via click Ctrl+Alt+Delete and select Change a password.

For changing the account password, you should check what account.

For the general password to log into the account from the lock screen, you should check what account you signed in.

If both account is the same account, I think it is the same thing.

Please note:

Windows Client for IT Pros and Windows Server forums are moving to Microsoft Q&A

We’re transitioning to Microsoft Q&A for a more streamlined experience. Starting 21 February, new questions can only be posted on Microsoft Q&A. Existing discussions will remain accessible here. 

From the 26 February customers looking for support on Answers will be automatically redirected to Microsoft Q&A.

Best Regards,
Daisy Zhou

Thank you so much for your help!!

I think I know my issue now thanks to you. I need contact my admin to change my domain password to my account.

Hello

Greetings!

Thank you for your update. I am so glad that the information I provided is helpful.

Have a nice day!

Please note:

Windows Client for IT Pros and Windows Server forums are moving to Microsoft Q&A

We’re transitioning to Microsoft Q&A for a more streamlined experience. Starting 21 February, new questions can only be posted on Microsoft Q&A. Existing discussions will remain accessible here. 

From the 26 February customers looking for support on Answers will be automatically redirected to Microsoft Q&A.

Best Regards,
Daisy Zhou