I cannot get into my pc

[virnas123]

Computer will not let me log in, nor the pin or the fingerprint work.  The serial number on the back  of the laptop is too small to be legible. I am very frustrated. I have ben trying to resolve this problem for the last 2 hours

[Max3Aj]

@virnas123, Hello and welcome to the HP Support Community!

Thanks for posting your question. I'm here to help you get things back on track.

I understand how frustrating it must be to be locked out of your laptop, especially when both the PIN and fingerprint login methods are not working. Let’s work through this together.

Try Logging in with Your Microsoft Account Password

If your laptop is linked to a Microsoft account, you can try logging in using your Microsoft account password instead of the PIN or fingerprint.

• On the login screen, click Sign-in options.
• Select the key icon to enter your password.

If you don’t remember your password, you can reset it here:
Reset a forgotten Microsoft account password - Microsoft Support

Use Safe Mode to Troubleshoot

If the login methods are still not working, try booting into Safe Mode:

1. On the login screen, hold Shift and click Power > Restart.
2. Select Troubleshoot > Advanced options > Startup Settings > Restart.
3. Press 4 or F4 to boot into Safe Mode.
4. Try logging in with your password.

Use HP Recovery or System Restore

If Safe Mode doesn’t help, you can try restoring your system:

• On the login screen, hold Shift and click Power > Restart.
• Go to Troubleshoot > System Restore.
• Follow the prompts to restore your PC to a previous working state.

Serial Number Too Small to Read?

If you need the serial number for support and it's hard to read:

• Look on the box or purchase invoice.
• If you can boot into BIOS (press F10 at startup), the serial number will be listed there.
• Alternatively, use the HP Support Assistant (if accessible): HP Support Assistant | HP® Support

Still Locked Out? Use HP Cloud Recovery

If none of the above work and you don’t have access to your files, you can reset the PC using HP Cloud Recovery:

HP Consumer PCs - Using the HP Cloud Recovery Tool in Windows 11 and 10 | HP® Support

⚠️ This will erase all data, so use it only if you’ve backed up your files or have no other option.

I hope the information shared has been useful and resolves your concern.

Wishing you a smooth and hassle-free experience ahead!

If this solution helped, please click “Accepted Solution” so others can benefit too. Don’t forget to hit the “Yes” button if you found this helpful!

Warm regards,

Max3Aj

HP Support