A Windows Hello PIN is stored locally on one PC. When it stops working after an update, offline period, driver change, or security-state change, the fix is usually to reset the local Windows Hello data rather than repair your Microsoft account.
This guide applies to Windows 10 and Windows 11 PCs where a Windows Hello PIN was previously set up.
Does This Affect You?
Use this if the PIN box is greyed out, typing does nothing, Windows says the option is unavailable, or Windows reports that the sign-in option was removed.
Remove and Recreate the PIN
- Sign in using your password, fingerprint, face sign-in, or another available method.
- Open Settings > Accounts > Sign-in options.
- Open PIN (Windows Hello). If I forgot my PIN appears, use it and follow the reset prompts.
- Click Remove and confirm.
- Open PIN again, click Set up, and create a new PIN.
Restart the Windows Biometric Service
- Press Windows key + R, type
services.msc, and press Enter. - Open Windows Biometric Service.
- Click Stop, wait a few seconds, then click Start.
- Set Startup type to Automatic if it is not already.
- Restart the PC, then try removing and recreating the PIN again.
Reset the Windows Hello NGC Folder
Use this deeper step only when normal PIN reset and service restart fail. It clears the local credential container so Windows can build it again.
- Sign in with your password.
- Open Windows Terminal or Command Prompt as administrator.
- Take ownership and permissions for the NGC folder only if needed, following Microsoft or IT guidance for your Windows edition.
- Open File Explorer and browse to
C:WindowsServiceProfilesLocalServiceAppDataLocalMicrosoft. Enable hidden items if the path is not visible. - Rename Ngc to Ngc.old instead of deleting it.
- Restart, sign in with your password, and set up the PIN again.
When These Fixes Are Not Enough
Check the Microsoft Account
If no sign-in method works, test the account at account.microsoft.com from another device. The account may be locked or need password recovery.
Managed PCs Need IT Policy
Windows Hello for Business and work/school policies can control PIN rules. Avoid resetting the NGC folder on a managed PC unless IT tells you to.
TPM Errors Are Separate
If Windows specifically mentions TPM, the PIN may be tied to the TPM security state. Check TPM status carefully before clearing or resetting TPM because that can affect stored credentials and encryption keys.
Sources
- Microsoft Support: Fix problems signing in with Windows Hello
- Microsoft Support: What if Windows Hello does not work
- Microsoft Learn: Windows Hello for Business troubleshooting