Microsoft outlooks reset pin problem

My laptop was broken last month and it finally got it fixed today. However, my PIN needs to be reset due to changes in the security settings, and to change my PIN, I need access to my Microsoft account. Unfortunately, my Microsoft account isn’t logged in anywhere else, it was only accessible on my laptop, and I have forgotten the password.

Microsoft has a recovery form for account access, but most of the questions require information about the email account. The issue is that I don’t really use this Outlook account to send emails, so I’m unable to provide the required details.

Some people have suggested reformatting the laptop, but I can’t do that because I have important files and accounts stored on it and the technician didn't recommend it because it just got fixed today.

Does anyone know what I can do in this situation? I badly need to use my laptop.

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Replies (1)

Zev.L - MSFT

Hi Jukomi.

Thank you for reaching out here in the Microsoft Community.

In your description, you're having some issues with changing the PIN you're currently using for your Microsoft account.

I note that you are currently unable to revert through the recovery form, and I do understand the frustration and inconvenience of not being able to use the PIN properly at this time.

You should currently be able to log in and access Windows, and you can refer to the following steps to get into Safe Mode

Windows startup settings - Microsoft Support

In Safe Mode, delete the NGC folder

1 Open Explorer

2 Navigate to the following path (if not, please open the hidden folder here in View)

C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft

3 Find the folder named “NGC” and delete it.

After that, start the computer in normal mode and try to reset the PIN.

If you still can't set the PIN, please clear the cache of the TPM chip in the BIOS setup under the guidance of the motherboard manual or device manufacturer, and then try to reset the PIN after that.

Disclaimer: Microsoft provides no assurances and/or warranties, implied or otherwise, and is not responsible for the information you receive from the third-party linked sites or any support related to technology.

Please backup your data before changing the BIOS.

In addition, for your Microsoft account recovery questions, you can refer to the steps below and try to contact our Microsoft Account Security online support staff, who will be able to provide you with more targeted assistance in making some inquiries and handling your account.

Please click on the link below and log in to your Microsoft account at the top right, if you are unable to log in at the moment, please create a new Microsoft account and log in.

https://support.microsoft.com/en-us/contactus

1 Click on this Windows icon