Problem to acces my windows account (Laptop locked)

Question

Problem to acces my windows account (Laptop locked)

Celia Irs 0

Hello,

I generally use my gmail address for my Windows account to operate my laptop and get access by scanning my fingerprint. However, for almost 48 hours now, this authentification method has not been working, and the only option left is to use a PIN, which I do not have. To this end, I am trying to recover my account password using my phone number, which is correctly registered and which I usually use (in fact, I have requested a code by text message several times and it has always worked). However, this time it is not working and I cannot find any other solution, so I am now locked out.

I really need assistance, since no microsoft support has been able to do so.

Regards.

Jeronimo Fuerte 22,185 Reputation points Independent Advisor

2025-08-28T11:15:00.5433333+00:00

Hi! Sorry to hear that you’re having trouble with this situation. Could you please let me know if you’re able to access your account in a browser and verify it? Also, what’s the exact error message you get when trying to use the fingerprint? When you see the PIN request, do you select the “Sign in with password” option and then encounter the verification problem?
Celia Irs 0 Reputation points

2025-08-28T11:42:06.7466667+00:00

Hi! Thank you so much for considering my question. To answer you, I couldn't verify or reset my password using any other browser or device. Indeed, when I try to reset it, I use my phone number, but then it says "this method doesn't work for the moment, use another one". The problem is that I don't have any other way to reset it. For the fingerprint, it doesn't give me a chance to use it at all. It leaves me only the PIN code option.

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Jeronimo Fuerte 22,185 Reputation points Independent Advisor

2025-08-28T11:15:00.5433333+00:00

Hi! Sorry to hear that you’re having trouble with this situation. Could you please let me know if you’re able to access your account in a browser and verify it? Also, what’s the exact error message you get when trying to use the fingerprint? When you see the PIN request, do you select the “Sign in with password” option and then encounter the verification problem?
Celia Irs 0 Reputation points

2025-08-28T11:42:06.7466667+00:00

Hi! Thank you so much for considering my question. To answer you, I couldn't verify or reset my password using any other browser or device. Indeed, when I try to reset it, I use my phone number, but then it says "this method doesn't work for the moment, use another one". The problem is that I don't have any other way to reset it. For the fingerprint, it doesn't give me a chance to use it at all. It leaves me only the PIN code option.

Answer 1

Hi Celia Irs,

I'm Hendrix, here to help with your query on the Microsoft Q&A forums.

Apologies for any inconvenience you are experiencing. I am happy to help you today.

Here is an alternative method to change your password:

1 - Check Online Access

Try signing in to your Microsoft account on another device or browser to confirm credentials.
If successful, reset the password from there.

2 - Password Reset Options

Use the official Microsoft reset password.
If phone verification fails, try adding another recovery method (email or authenticator app) from a different device.

If the issue still persists, here is an option you can try to grant access to your laptop:

Safe Mode or Recovery Environment

Boot into Safe Mode or Windows Recovery Environment:
Restart PC → Press Shift + Restart → Troubleshoot → Advanced Options → Startup Settings → Safe Mode.
Press Win + X, then select Command Prompt (Admin) or Windows PowerShell (Admin).
Type this command and press Enter:
```
  net user administrator /active:yes
```
This activates the hidden Administrator account.
Restart your PC and log in using the Administrator account (no password by default).

From there, you can:

Create a new local admin account:

  net user NewAdminName NewPassword /add
  net localgroup administrators NewAdminName /add

Or reset your existing account password:
```
  net user YourAccountName NewPassword
```

If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment".

Warm regards,

Hendrix Vu | Microsoft Q&A Support Specialist

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Problem to acces my windows account (Laptop locked)

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