I cant log in

[Bryan4926]

I have this laptop that I haven’t used in almost a year and it won’t let me login to my stuff I try to put in my pen, but it says that I have to set up a new one because of the security changes set to this laptop, even though I haven’t updated anything. So I resend my pin I’ll put in my email my pass key and I get the question of am I sure That I want to reset my pin. I click continue and it says something went wrong. We weren’t able to set up your pin. You can try again or skip the step and set up a pin later. If I click on retry, it says the same thing and if I clicked skip for now, it says me back to the beginning so it’s just stuck in a loop and I haven’t been able to search up due to nobody having this issue apparently. Can someone help please

[Kuroi_Kenshi]

Hi @Bryan4926,

Welcome to the HP Support Community!

Thanks for reaching out!

I understand how frustrating it is to be stuck in a PIN setup loop.

Here are the steps I recommend:

Boot into Safe Mode:

The simplest way to boot Safe Mode is to hold the “Shift” key when clicking “Restart” on the Power menu

2. You can do this either on the login screen or through the Charms bar menu

3. From there, you will be taken to the “Startup Settings” screen

4. Again, you will have the option to choose whether you want to run your computer in regular Safe Mode or with “Safe Mode with Networking” or “Safe Mode with Command Prompt."

Clear existing PIN credentials:

Press Win + R, type services.msc, and ensure Windows Biometric Service and Credential Manager are running.

Then go to Settings > Accounts > Sign-in options and remove the PIN if listed.

Sign in with a password first: 

Use your Microsoft account password to log in. 

If you don’t remember it, reset it at Microsoft Account Recovery.

Re‑add PIN: 

Once signed in, go back to sign-in options and set up a new PIN.

I hope this helps

Take care and have an amazing day ahead! 🚀

Best regards,

Kuroi_Kenshi