Reset a Forgotten Windows 11 PIN or Password

Category: Windows 11 · Audience: Customers & Technicians · Est. time: 10–20 min

Summary

How to get back in when a PIN or sign‑in password is forgotten. The method depends on whether the account is a Microsoft account, a work/school (Entra) account, or a local account.

⚠️ Security note: Technicians must verify the user's identity before resetting any credential. Never reset an account for an unverified caller.

Which account type?

• Microsoft account — email like @outlook.com, @hotmail.com, or a personal address.
• Work/School account — your organisation's email (managed by BBN / Microsoft Entra).
• Local account — no email, just a username on that one PC.

Reset a PIN (you can still sign in another way)

1. On the lock screen, click I forgot my PIN under the PIN box.
2. Verify with your password or Microsoft/organisation identity.
3. Follow the prompts to set a new PIN.
4. Or, once signed in: Settings → Accounts → Sign‑in options → PIN (Windows Hello) → Change PIN / I forgot my PIN.

Reset a Microsoft account password

1. On another device, go to account.live.com/password/reset.
2. Verify via your recovery email/phone and set a new password.
3. Back on the PC, sign in with the new password (needs internet).

Reset a Work/School (Entra) password

1. Go to passwordreset.microsoftonline.com (Self‑Service Password Reset), or
2. Contact BBN Support — we can reset it from the admin side after verifying your identity.

Reset a local account password

• If security questions were set: click Reset password on the lock screen and answer them.
• If not, the password cannot be recovered — a technician must reset it from an admin account (Settings → Accounts → Other users) or via recovery tools. Data in the profile is preserved, but any local‑only encrypted files/EFS may become inaccessible.

If that doesn't work

• Escalate to BBN Support with the account type and the exact email/username. Do not attempt third‑party "password cracker" tools on company devices.

Prevention

• Set up Windows Hello PIN + a recovery method (recovery email/phone or security questions) in advance.