How you get back in depends on the account type. Work (Microsoft 365) accounts are reset by your administrator or through self-service password reset. Personal Microsoft accounts reset online. Local accounts need security questions or another administrator account on the computer.
Common causes
Forgotten password or PIN
Common after time off or a recent password change.
Account locked after failed attempts
Too many wrong attempts lock the account for a period of time.
Password changed elsewhere
A changed work password may not be recognized until the computer connects to the network or internet.
Keyboard issues
Caps Lock, Num Lock, or the wrong keyboard language cause typos.
How to fix it, step by step
- 1
Check the keyboard
Check Caps Lock, Num Lock, and the keyboard language shown on the sign-in screen.
- 2
Try your password instead of the PIN
Choose Sign-in options and use your password.
- 3
Use "I forgot my password"
For Microsoft and work accounts, follow the reset link on the sign-in screen.
- 4
Connect to the internet
For work accounts, make sure the computer is online so it can recognize a new password.
- 5
Contact your administrator
Your IT administrator can reset work passwords and unlock accounts.
When to call a technician
If nobody in the office has administrator access to a computer, or a former employee's account is locked, we can recover access properly without losing data.
On-site support across Orange County · see our IT support, managed IT, Microsoft 365 support and cybersecurity services.
Frequently asked questions
Can I reset a Windows password without losing files?
Yes, in most cases. Resetting the password doesn't delete files — but encrypted drives require the recovery key.
What is a BitLocker recovery key?
A key that unlocks an encrypted drive. Work accounts often store it in Microsoft 365, where an administrator can find it.
How long does an account lockout last?
It depends on the settings — often 10 to 30 minutes — or until an administrator unlocks it.