Search guides

Fix Windows that has password that will not work

We'll check caps lock, reset the Microsoft account password, try the PIN, and use a password reset disk—or tell you when to contact support.

Troubleshooting · Home maintenance
10–25 min
What you'll need
  • Another device (for Microsoft account reset)
  • Password reset disk (if you created one)
Step 1 of 5

Quick triage — pick your path

Get started

Choose the option that matches what you see. You can jump straight to that section.

Show full guide

Steps

Goal: Check caps lock, reset the Microsoft account password, try the PIN, and use a password reset disk.

  • Confirm caps lock is off. Retry the password.
  • Good: The password works. You are done.
  • Bad: Proceed to Check caps lock.

Check caps lock

Goal: Rule out a simple input mistake.

  • Turn off caps lock. Verify the correct keyboard layout. Retry the password.
  • Good: The password works. You are done.
  • Bad: Proceed to Reset Microsoft account.

Reset Microsoft account

Goal: Reset the password for a Microsoft account.

  • On another device, go to account.live.com/password/reset. Follow the steps. Use the new password to sign in on the PC.
  • Good: You sign in with the new password. You are done.
  • Bad: Try the PIN. If you have a password reset disk, use it. Otherwise contact support.

When to get help

Contact Microsoft if you cannot reset the Microsoft account. For work or school accounts, contact IT. Provide the account email and any recovery info.

Verification

  • You can sign in to Windows with the password or PIN.
  • No “incorrect password” error.
  • Account loads to the desktop.

Escalation ladder

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

  1. Caps lock Turn off caps lock; retry password.
  2. Microsoft account Reset at account.live.com/password/reset.
  3. PIN Try signing in with PIN.
  4. Password reset disk Use USB reset disk if created.
  5. Contact support Microsoft or IT if no recovery option.

What to capture if you need help

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

  • Account type (Microsoft or local)
  • Whether a password reset disk exists
  • Steps already tried

Is caps lock off?

Passwords are case-sensitive.

Turn off caps lock. Retry the password. Works: done. Fails: is it a Microsoft account?

Yes No

You can change your answer later.

Turn off caps lock

Turn off caps lock. Retry the password.

Done

Is it a Microsoft account?

Microsoft account can be reset online.

Microsoft account: go to account.live.com/password/reset on another device. Reset the password. Sign in with the new password. Local account: try PIN or password reset disk.

Yes No

You can change your answer later.

Reset Microsoft account password

account.live.com/password/reset. Follow the steps. Use the new password on the PC.

Done

Try PIN or password reset disk

Try the PIN if you set one. If you have a password reset disk, plug it in and use "Reset password." If neither works, you may need to reset Windows (last resort).

Done

Reviewed by Blackbox Atlas

Frequently asked questions

Why would a Windows password not work?
Caps lock on, wrong password, Microsoft account password changed elsewhere, or local account vs Microsoft account confusion. Check caps lock and try the Microsoft account reset first.
Can I fix a password that will not work myself?
Yes. Check caps lock, reset the Microsoft account password at account.live.com, try the PIN. If you have a password reset disk, use it. For local accounts without a reset disk, you may need to reset Windows.
When should I contact support for a locked account?
If you cannot reset the Microsoft account, do not have a password reset disk, and cannot access the PC. Microsoft account recovery or a Windows reset may be needed.

Rate this guide

Was this helpful?

Continue to