Fix PIN Not Working in Windows 11

If your Windows 11 PIN suddenly stops working—showing “Something went wrong” or refusing to accept the correct digits—the quickest fix is usually to delete the NGC folder (which stores PIN credentials) via Safe Mode or the recovery environment, then set up a new PIN. This article explains why PINs fail, walks through several repair methods from simplest to most involved, and answers common questions about PIN vs. password security.

Why Windows 11 PINs Stop Working

The PIN is not stored on your Microsoft account or in the cloud; it is tied to your specific device through a feature called Windows Hello. The encrypted credentials live in a folder named C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\Ngc. If that folder becomes corrupted—due to a failed update, disk errors, antivirus interference, or a botched system restore—Windows can no longer validate your PIN, even if you type it exactly right.

Another common cause is a mismatch between the PIN and the TPM (Trusted Platform Module) state. Windows Hello uses the TPM to seal the PIN hash. If you recently changed motherboard, cleared the TPM in BIOS, or ran a TPM reset utility, the old PIN becomes invalid. Similarly, if your system clock is wildly off, certificate validation can fail and trigger a PIN error.

Before You Panic: Quick Checks

Try these low-effort fixes first—they resolve a surprising number of cases:

• Restart the computer. A simple reboot clears temporary glitches in the Windows Hello service.
• Check for Windows updates. Go to Settings > Windows Update and install any pending updates, then restart.
• Run the Windows Hello troubleshooter. Settings > System > Troubleshoot > Other troubleshooters > Windows Hello Pin.
• Verify the TPM is enabled. Press Win + R, type tpm.msc, and check that it says “The TPM is ready for use.” If not, enable it in BIOS/UEFI.

If none of these help, move on to the methods below.

Method 1: Reset the PIN from Settings (If You Can Sign In)

If you can still sign in with your Microsoft account password or another method, the easiest fix is to remove and recreate the PIN:

1. Open Settings > Accounts > Sign-in options.
2. Click PIN (Windows Hello) and then Remove. You’ll be asked to verify your account password.
3. Restart the PC, then go back to Sign-in options and click Add under PIN.
4. Set up a new PIN. Use a different number than before to avoid reusing a corrupted hash.

This works when the issue is a corrupted PIN profile but the underlying NGC folder is still readable. If you can’t sign in at all, proceed to Method 2.

Method 2: Boot into Safe Mode and Delete the NGC Folder

Safe Mode loads a minimal set of drivers and often bypasses the PIN check, letting you access the file system. Here’s how:

1. From the login screen, hold Shift while clicking the Power icon > Restart.
2. Choose Troubleshoot > Advanced options > Startup Settings > Restart.
3. Press 4 or F4 to boot into Safe Mode.
4. Once in Safe Mode, open File Explorer and navigate to C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\Ngc.
5. Right-click the Ngc folder and choose Rename to Ngc.old. (Deleting is fine too, but renaming lets you restore if something goes wrong.)
6. Restart normally. Windows will create a fresh NGC folder and prompt you to set up a new PIN.

If you can’t get to Safe Mode because the PIN screen loops, you may need to use the Windows Recovery Environment (WinRE) via a recovery drive or installation media.

Method 3: Use Command Prompt from Recovery Environment

When Safe Mode is inaccessible, boot from a Windows 11 USB installation drive:

1. Insert the USB and boot from it (change boot order in BIOS if needed).
2. On the setup screen, click Next, then Repair your computer at the bottom left.
3. Go to Troubleshoot > Advanced options > Command Prompt.
4. Type cd C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft and press Enter.
5. Type ren Ngc Ngc.old and press Enter.
6. Type exit and restart the PC.

This method bypasses the need to sign in entirely. After the rename, Windows will regenerate the PIN infrastructure on next boot.

Method 4: Reset the TPM (Last Resort)

If the NGC folder is intact but the PIN still fails, the TPM may be holding a stale key. Clearing the TPM resets Windows Hello security, but it also affects BitLocker (if enabled) and other TPM-based features. Only do this if you have your BitLocker recovery key.

1. Restart your PC and enter BIOS/UEFI (usually by pressing Del, F2, or F10 during boot).
2. Look for a security or TPM section. Choose Clear TPM or Reset TPM.
3. Save and exit. Windows will reinitialize the TPM on next boot.
4. Set up a new PIN via Settings > Accounts > Sign-in options.

Note: Some laptops have a TPM reset option in Windows itself under Windows Security > Device security > Security processor details. But doing it from BIOS is more reliable if Windows won’t boot properly.

PIN vs. Password: Which Is More Secure?

A common misconception is that a 4-digit PIN is weaker than a long password. In Windows Hello, the PIN is tied to the device—an attacker who steals your PIN alone cannot sign in from another computer. The PIN also supports biometric factors (fingerprint/face) as alternatives. Microsoft’s implementation uses a virtual smart card with the TPM, so the PIN is essentially a local password that unlocks a hardware-bound key. For most users, a PIN is both more convenient and more secure than a traditional password, provided you use a reasonably long PIN (6+ digits) and enable biometrics.

However, if you use a simple PIN like “1234” or your birth year, it’s trivially easy to guess if someone has physical access to your device. Treat your PIN like a password—make it unique and not easily guessable.

Frequently Asked Questions

Why does Windows say “Something went wrong” when I enter my PIN?

This error typically means Windows Hello can’t read the PIN credential file. The NGC folder is corrupted or the TPM is out of sync. Deleting the NGC folder (as in Method 2) is the standard fix.

Will I lose my files if I delete the NGC folder?

No. The NGC folder only contains PIN-related credentials, not your personal files. Renaming or deleting it only forces Windows to create a new PIN. Your documents, photos, and apps remain untouched.

Can I use my Microsoft account password instead of a PIN?

Yes. On the login screen, click “Sign-in options” and select the password icon. You can also disable PIN entirely in Settings > Accounts > Sign-in options, but Windows will still require a password or another method.

What if I forgot my PIN and can’t sign in?

If you have a Microsoft account, choose “I forgot my PIN” on the login screen and follow the verification steps—usually an email or SMS code. For a local account, you may need to use a password reset disk or boot into Safe Mode to reset the account password.

Does resetting Windows fix PIN issues?

Yes, a full reset (Settings > System > Recovery > Reset PC) will remove all apps and settings, including the broken PIN. But it’s a drastic step—try the methods above first. Choose “Keep my files” if you want to preserve personal data.

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