how to recover PIN for Surface 3 GO

Alberto Casadei 0 Reputation points
2026-07-02T01:24:24.15+00:00

I’m looking for help because I no longer remember my PIN, and facial recognition is not working. The recovery instructions I’ve seen in various videos say that after startup there should be an option to reset or recover the PIN. However, that option never appears for me, and I’m wondering if it might not be available on the Surface Go 3. Any guidance would be greatly appreciated.

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Surface | Surface Go | Safety and security
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  1. Thomas4-N 17,980 Reputation points Microsoft External Staff Moderator
    2026-07-02T08:39:06.87+00:00

    Hello Alberto Casadei,

    The PIN reset option is handled by Windows, so this should not be specific to the Surface Go 3 model. Microsoft’s guidance says that if I forgot my PIN appears on the sign-in screen, you can use it there. If that option does not appear, the next supported path is to sign in with your account password first, then reset the PIN from Windows settings.

    On the sign-in screen, select Sign-in options and see whether you can choose the password option instead of PIN or facial recognition.

    After signing in, go to: Settings > Accounts > Sign-in options > PIN (Windows Hello) > I forgot my PIN. Then follow the prompts to verify your account and create a new PIN.

    Since facial recognition is also not working, once you regain access, you can also remove and set up Windows Hello Face again from Settings > Accounts > Sign-in options. Microsoft’s Surface guidance recommends signing in with another available method first, then reconfiguring Windows Hello.

    If you cannot sign in with the password either, then the issue is no longer just a forgotten PIN. You would need to recover or reset the Microsoft account password first, and if no sign-in method works on the device, recovery/reset options may be needed as a last resort.

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  2. AI answer

    2026-07-02T01:24:52.7133333+00:00

    On Surface Go 3, the Windows Hello PIN works the same way as on other Windows devices; the option to reset or change it is part of Windows, not specific to the device model. Since the PIN reset option is not appearing on the sign-in screen and facial recognition is also failing, use these supported paths:

    1. If sign-in with password is still possible
      1. Sign in using the account password instead of PIN or facial recognition.
      2. Open Settings > Accounts > Sign-in options.
      3. Under PIN (Windows Hello):
        • To change a known PIN: select Change PIN and follow the instructions (you must enter the old PIN).
        • If the PIN is not working or forgotten: select I forgot my PIN and follow the directions to verify the account and create a new PIN.
    2. If PIN and fingerprint/face fail but password still works (Windows Hello troubleshooting)
      • When Windows Hello (face or fingerprint) does not recognize the user, sign in with a PIN or password and then reconfigure Windows Hello:
        • Go to Start > Settings > Accounts > Sign-in options.
        • For facial recognition: select Facial recognition (Windows Hello) (or Windows Hello Face) and either Improve recognition or remove and set it up again.
        • For fingerprint: under Fingerprint recognition (Windows Hello), remove and re-add fingerprints if used.
      • If the PIN itself is failing, reset it from Sign-in options by choosing I forgot my PIN under PIN (Windows Hello) after signing in with the password.
    3. If PIN and password both fail or PIN cannot be reset due to security changes
      • In some cases (for example, after TPM or security changes), Windows may report that the PIN is no longer available. For standard Windows Hello (not Windows Hello for Business), the supported recovery is:
        1. Go to Settings > Accounts > Sign-in options.
        2. Under PIN (Windows Hello), remove the PIN (confirmation requires the account password).
        3. Select Add to create a new PIN and follow the instructions.
    4. If Windows Hello was working before and recently stopped
      • If Windows Hello previously worked and stopped after an app, driver, or update, a system restore or reset may be needed:
        • Use System Restore or, if necessary, Restore or reset Surface for Windows to return the device to a working state. Be aware that a full reset or recovery drive reinstall will remove apps and personal files.

    If none of the above paths are available because sign-in with password is also blocked, recovery options become limited and may require using a recovery drive to reinstall Windows, which will delete personal files and apps.

    References:

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