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Fix a Chromebook that has a password that will not work

We'll rule out Caps Lock, keyboard layout, and account issues, then isolate the cause—wrong input, layout, or account—or tell you when to call support.

Troubleshooting · Home maintenance
5–15 min
What you'll need
  • Google account
  • Access to email or phone for password reset
  • External keyboard (optional)
Step 1 of 5

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Steps

Goal: Rule out Caps Lock, layout, and password so sign-in works.

Check Caps Lock and layout

Goal: Ensure correct input.

  • Turn off Caps Lock. Select the correct keyboard layout on the sign-in screen.
  • Good: Layout correct. Proceed to Verify password.
  • Bad: Select the layout you used when setting the password.

Verify password

Goal: Confirm the password is correct.

  • Test at accounts.google.com on another device. Use Forgot password if it fails.
  • Good: Password works. Try external keyboard on Chromebook if it still fails.
  • Bad: Reset password and use the new one on the Chromebook.

When to get help

Contact support if:

  • Password works at accounts.google.com.
  • Caps Lock and layout are correct.
  • Password still does not work on the Chromebook.

Verification

  • You can sign in with your password.
  • The Chromebook opens to the desktop normally.
  • No “Wrong password” or similar error.

Escalation ladder

Work from the device outward. Stop when the problem is fixed.

  1. Caps Lock and layout Turn off Caps Lock; select correct keyboard layout.
  2. Verify password Test at accounts.google.com; use Forgot password if needed.
  3. External keyboard Try USB or Bluetooth keyboard.
  4. Call support Password verified elsewhere, still fails.

What to capture if you need help

Before calling support or posting for help, have these ready. It speeds everything up.

  • Whether password works at accounts.google.com
  • Keyboard layout used
  • Steps already tried

Is Caps Lock off?

Passwords are case-sensitive.

Check Caps Lock indicator. Turn it off. Off: check keyboard layout. On: turn off and retry.

Yes No

You can change your answer later.

Is the keyboard layout correct?

Wrong layout produces wrong characters.

Click keyboard icon on sign-in screen. Select the layout you used when setting the password. Correct: verify password at accounts.google.com. Wrong: select correct layout.

Yes No

You can change your answer later.

Turn off Caps Lock

Press Caps Lock (or Search+Caps Lock on some Chromebooks). Retry password.

Done

Select correct layout

Click keyboard icon. Choose US, UK, or your layout. Retry password.

Done

Does password work at accounts.google.com?

Test on phone or another computer. If it fails, use Forgot password. If it works, try external keyboard on Chromebook. If still fails, call support.

Done

Reviewed by Blackbox Atlas

Frequently asked questions

Why would my Chromebook password not work?
Caps Lock on, wrong keyboard layout, or the Google account password was changed. Chromebook uses your Google account password.
Can I fix a password that will not work myself?
Yes. Check Caps Lock, keyboard layout, and verify the password at accounts.google.com. Use Forgot password if needed.
When should I call support for a password?
If you have reset the password and it still does not work, or the account is locked. Recovery may be needed.

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