Using a Windows Hello PIN makes signing in to your user account easy. Sometimes, though, Windows 11 may tell you your PIN is incorrect even though you entered it correctly.
This error mostly happens when your Ngc folder is corrupted, but in some cases the problem can be more serious and call for a deeper fix. If your PIN isn't working on your computer, here are some steps to troubleshoot it.
1. Make sure you haven't mistyped your Windows 11 PIN
You may simply have typed the wrong PIN, which is the first possible reason it isn't working. To rule this out, reset your PIN once.
Your computer needs an active Internet connection to reset the PIN, so turn it on and make sure it's connected to the Internet. To reset your PIN, go to your profile's sign-in page and click I forgot my PIN.
You can reset your PIN by verifying your identity with your Microsoft account password, or by choosing an alternative sign-in option and clicking Send code, which sends a code to your email address.
If you choose the second option, enter the code you received by email and click Continue. Windows will then prompt you to enter a new PIN. Enter it, confirm it once, and click OK.
Restart your computer once more, enter the new PIN on the sign-in screen, and try signing in again to confirm that a wrong PIN was what kept you out before. If so, you can sign in now. Just don't forget the new PIN.
If the PIN stops working again after the reset, and you're sure the PIN you're entering is correct, the cause lies with your operating system.
To dig further, reset the PIN once more so you can temporarily sign in to your computer, or sign in with another option, such as the password for your Microsoft account.
Once you're signed in, the first step is to delete the Ngc folder.
2. Sign in with alternative methods
If resetting the PIN from the sign-in screen doesn't solve the problem, you can use your account password instead. To do that, follow the steps below:
1. Click Sign-in options to see the other ways to sign in.
2. Click the key icon, which is usually on the left.
3. Enter the password linked to your account here.
After signing in, you can start applying the remaining fixes.
Note: If you don't remember your account password, you can reset it the same way you would reset your PIN. Unlike a PIN reset, a password reset usually goes smoothly and lets you sign in.
3. Delete the Ngc folder in Windows 11 / 10
Windows stores all of your PIN-related settings in this folder, so if the operating system rejects your PIN even though it's correct, you should delete the folder. This removes all PIN-related data from the operating system. You can then set up a new PIN, which should work without any problems.
You can delete the Ngc folder by following these steps:
1. Sign in to an admin account.
2. Navigate to drive C: > Windows> ServiceProfiles > LocalService > AppData > Local> Microsoft.
3. Find the Ngc folder, right-click it, and select Delete.
Go to Settings > Accounts > Sign-in to set up a new PIN after deleting the old one. Then click Windows Hello PIN, add a new PIN, and hopefully it will start working again on your system.
If this fix doesn't solve the problem either, the cause lies elsewhere and needs more investigation.
4. Rule out user account-specific problems
When troubleshooting a PIN, the first thing to do is rule out account-specific problems. To start, check whether the problem persists on a different Microsoft account. The best way to confirm this is to switch to a local account. Follow these steps:
Step 1: Open the Windows Settings app.
Step 2: Go to Accounts.
Step 3: Navigate to Your info in the left sidebar.
Step 4: Click Sign in with a local account instead.
Step 5: Click Next.
Step 6: Enter your PIN.
Step 7: Set up the local account by adding your username and password.
Step 8: When you're done, click Next.
Step 9: Click Sign out and finish.
After following the steps above, you'll be back at the sign-in screen. Enter your PIN again to confirm it works. If it does, the cause is your Microsoft account. Creating another user account and checking whether the PIN works there will help confirm that.
So if the problem stems from your Microsoft user account, copy your files to a new account and start using the new account from now on.
If the PIN doesn't work on any account, move on to the next fix.
5. Adjust the PIN sign-in setting in Group Policy Editor
When the convenience PIN sign-in setting in Group Policy Editor is disabled, the PIN won't work. So it's essential to make sure it isn't causing problems during sign-in.
However, some versions of Windows 11 may not have this feature. If that's your case, skip this step.
Follow the steps below to adjust the setting in Group Policy Editor:
Step 1: Search for the Run app in the Windows search bar.
Step 2: Type "gpedit.msc" and click OK.
Step 3: Navigate to Administrative Templates > System > Logon.
Step 4: In the right pane, find and double-click Turn on convenience PIN sign-in setting.
Step 5: Select the Enabled box, then click Apply > OK.
If the setting is already enabled, continue with the remaining fixes.
6. Update or downgrade your operating system
According to Microsoft support staff, one possible reason a PIN stops working on Windows 11 is a recent update. If you've updated recently, you'll need to roll the update back.
Conversely, if you haven't updated your computer in a long time, the problem may come from an outdated Windows operating system. Once your system is updated, try signing in again with your old PIN.
If the problem persists, run a malware scan to rule out malware interference as the cause.
7. Turn off antivirus software and run a malware scan
Antivirus software can interfere and cause your PIN to be rejected. So temporarily turn off your antivirus to make sure it isn't the cause. Then run a Microsoft Defender offline scan to look for any hidden malware.
8. Run an SFC scan
When you remove malware from your computer, make sure it hasn't damaged any Windows 11 files, which could then become the cause of the problem.
The easiest way to do this is to run an SFC scan. The scan automatically looks for corrupted files and replaces them with a copy stored in the cache.
If you've tried all the fixes listed above and the problem persists, consider restoring your computer to an earlier point when the PIN worked normally. If that doesn't solve the problem either, your best option is to factory reset your Windows 11 computer.
