Hi Graziella,
Welcome to Microsoft Community.
I'm Hahn and I'm here to help you with your concern.
If you've forgotten your PIN and cannot access your Surface laptop, here's a step-by-step guide to reset your PIN: Reset your PIN when you aren't signed in to Windows - Microsoft Support
1. On the login screen, look below the PIN text box. If you see "I forgot my PIN", select it and follow the instructions.
2. If there are multiple accounts on the device, choose the one you need to reset.
3. If you don't see "I forgot my PIN", select Sign-in options and then select Enter your password.
4. After you're signed in, go to Start > Settings > Accounts > Sign-in options > PIN (Windows Hello) > I forgot my PIN and then follow the instructions.
In case these steps don't work and you're still unable to access your laptop, you might need to perform a clean installation of Windows using the Surface Recovery Image through a USB Recovery. This will reimage the entire device and reload Windows, including the drivers and firmware, but it will also erase everything on the device. Creating and using a USB recovery drive for Surface - Microsoft Support
Remember to back up any important data if possible before attempting a reset or clean installation. If you're not comfortable performing these steps on your own, it may be best to seek professional assistance. Good luck!
Your Sincerely
Hahn. W - MSFT | Microsoft Community Support Specialist
