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Fix a Chromebook that has a PIN that will not work

We'll rule out keyboard, PIN, and account issues, then isolate the cause—wrong input, PIN not set, or account—or tell you when to call support.

Troubleshooting · Home maintenance
5–15 min
What you'll need
  • Google account password (to sign in if PIN fails)
Step 1 of 5

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Steps

Goal: Rule out keyboard and PIN so you can sign in.

  • Try the on-screen keyboard to enter the PIN.
  • Good: PIN works with on-screen keyboard. Physical keyboard may have been wrong.
  • Bad: Use your Google password to sign in.

On-screen keyboard

Goal: Rule out physical keyboard issues.

  • Click the keyboard icon on the sign-in screen. Enter the PIN with the on-screen keyboard.
  • Good: PIN works. Proceed to Use password if it still fails.
  • Bad: Use your Google password to sign in.

Use password

Goal: Sign in with password, then reset the PIN.

  • Click “Use password”. Enter your Google account password. After signing in, go to Settings > Security and sign-in > Screen lock to reset the PIN.
  • Good: You are signed in. Reset the PIN.
  • Bad: Call support if the password also fails.

When to get help

Contact support if:

  • The Google password also does not work.
  • You cannot access Settings to reset the PIN.

Verification

  • You can sign in with the PIN or password.
  • The Chromebook opens to the desktop normally.
  • The PIN works after reset.

Escalation ladder

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

  1. On-screen keyboard Use on-screen keyboard to enter PIN.
  2. Use password Sign in with Google password; reset PIN in Settings.
  3. Restart Restart Chromebook; retry PIN.
  4. Call support Password also fails; cannot access Settings.

What to capture if you need help

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

  • Whether on-screen keyboard works
  • Whether Google password works
  • Steps already tried

Did you try the on-screen keyboard?

Physical keyboard may enter wrong digits.

Click keyboard icon on sign-in screen. Enter PIN with on-screen keyboard. Works: PIN was correct; keyboard may have been wrong. Fails: use Google password.

Yes No

You can change your answer later.

Does your Google password work?

Use password to sign in, then reset PIN.

Click "Use password". Enter Google account password. Works: sign in, go to Settings > Security, reset PIN. Fails: account recovery needed—call support.

Yes No

You can change your answer later.

Try on-screen keyboard

Click keyboard icon. Enter PIN with touch or mouse. Retry.

Done

Reset PIN in Settings

Settings > Security and sign-in > Screen lock. Set new PIN. Confirm it works.

Done

Call support

Password also fails. Account recovery or device reset may be needed.

Done

Reviewed by Blackbox Atlas

Frequently asked questions

Why would my Chromebook PIN not work?
Wrong PIN, keyboard entering wrong digits, or PIN was never set or was reset. Use your Google password to sign in if the PIN fails.
Can I fix a PIN that will not work myself?
Yes. Try the on-screen keyboard, use your Google password to sign in, then reset the PIN in Settings.
When should I call support for a PIN?
If the Google password also does not work, or you cannot access Settings to reset the PIN. Account recovery may be needed.

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