windows hello stopped working and now requests a password I don't know

Hello Craig H!

From what you shared, you’ve just set up a new Surface Pro and were able to sign in using Windows Hello, but the device is now prompting you to set up a PIN again and is rejecting the password you’re entering.

First, please try the steps suggested by Q&A Assist. If the issue continues, the next step would be to use Windows Recovery Environment (WinRE).

To access WinRE on a Surface Pro:

• On the Windows sign‑in screen, select the Power icon.
• Hold the Shift key, then select Restart.
• Keep holding Shift until Windows Recovery Environment (WinRE) appears.
• Go to: Troubleshoot > Advanced options

In Advanced options, you can choose Startup Repair to let Windows automatically fix boot or sign‑in related issues, or System Restore to roll the device back to an earlier point before the problem started.

If the issue persists after trying those steps, you may consider resetting the Surface as a last resort.

Please let me know how it goes or if further support!

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On Surface devices, Windows Hello (face or fingerprint) always relies on a PIN/password as a fallback. If Windows Hello stopped working and a password is requested that is not known, the only supported paths from the provided information are:

1. Try alternate sign-in methods already configured
   • On the sign-in screen, select Sign-in options and explicitly choose:
     • Windows Hello (Face or Fingerprint), if still shown, or
     • PIN (if a PIN was successfully set up earlier).
   • If Windows Hello works, sign in and then remove and reconfigure Windows Hello and the PIN:
     • Go to Start > Settings > Accounts > Sign-in options.
     • Remove the existing Windows Hello Face/Fingerprint and PIN, then set them up again using Configure Windows Hello.
2. If Windows Hello doesn’t recognize the face/fingerprint
   • Sign in with PIN or password if possible, then improve or re-enroll Windows Hello:
     • Start > Settings > Accounts > Sign-in options > Windows Hello Face (or Facial recognition (Windows Hello)) > Improve recognition or remove and set up again.
   • Ensure the Surface is fully updated using the Surface app and Windows Update, then try again.
3. If no working PIN/password is available
   • The context provided does not include a supported, data-preserving recovery method for a forgotten password on a new Surface when no other sign-in method works.
   • If neither password, PIN, nor Windows Hello works, the remaining option indicated in similar lockout scenarios is to reset/reinstall Windows, which will result in data loss on the device.

Because the device is new, if there is no important data stored locally yet, performing a clean reinstall/reset of Windows on the Surface will restore access so that Windows Hello and a new PIN can be configured again.

References:

• Troubleshoot problems with Windows Hello on Surface
• Windows Hello Enhanced Sign-in Security