My surface account is locked, I can't use face ID, My PIN does not work.

Hi, Vikki:

Thank you so much for your promoted reply.

YES it is frustrating that I am worried about someone hacked into my computer and I can't work as usual.

Please see my answers to your questions below. Again, really appreciate your help.

To help narrow this down, could you please confirm:

• Does the sign-in screen show Sign-in options and is there an option to enter your Microsoft account password instead of using Face recognition or the PIN?
  No. there are only 2 options, face recognition or PIN. Even after I entered A1B2C3. The system tells me that I "have to" sign in with PIN, and I entered right PIN, but it said Wrong, and no options to reset my PIN or using password.
• Is the Surface connected to Wi-Fi from the lock screen?
  I tried both WIFI or docking station, none works
• Can you still sign in to your Microsoft account successfully from another device or browser?
  *YES, I am currently using a DELL laptop, and I can sign in my Microsoft account via a browser successfully. *
• What exact message appears on the Surface when the PIN is rejected?
  An admin has restricted sign in. to sign in, make sure your devise is connected to the internet and have your admin sign in first. when I click OK, it tells me that "you 've entered an incorrect PIN too many times, to enter again, restart your device.
  I am sure that I entered correct PIN, and it still tells me it was wrong. Then I went to my other laptop remote lock this one off, just in case if it was compromised.

In the meantime, please try the following:

• Connect the Surface to the Internet from the network icon on the sign-in screen.
  YES, it is on my docking station now
• Select Sign-in options and check whether you can sign in using your Microsoft account password. If I forgot my PIN is unavailable, Microsoft recommends signing in with the password first and then resetting the PIN under Settings > Accounts > Sign-in options > PIN (Windows Hello). You can find the official instructions here: Change or reset your PIN in Windows.
  I don't have I forgot my PIN option, and I don't have sign in with Microsoft account password either, very strange!
• From another trusted device, review the recent sign-in activity for your Microsoft account. If you see activity you do not recognize, secure the account by changing the password and reviewing the security information.
  These actives looks normal to me.
• For the error under More actions, try opening the Microsoft account device page in an InPrivate or Incognito window or use another browser. If the same error continues, keep the Trace ID available for Microsoft Support, but please do not post the full Trace ID or other account details publicly.
  Tried different browser, Incognito window, same error appeared.
  

Please note that this is a user-to-user support forum. Forum members and moderators cannot access your account, investigate the Trace ID or unlock the device from the back end. If the Surface remains locked after trying the password sign-in option, please contact Microsoft Support so the appropriate team can review the service error securely. Thank you so much for your understanding. 

For your privacy and security, I have covered the personal information included in your post. Please avoid sharing any personal or sensitive information publicly, such as serial numbers, order details, email addresses, phone numbers, or case-related information.

Hi Xiao Wen,

I can understand how frustrating when being locked out of your Surface is stressful, especially when you are also concerned that someone may have accessed your account.

To help narrow this down, could you please confirm:

• Does the sign-in screen show Sign-in options and is there an option to enter your Microsoft account password instead of using Face recognition or the PIN?
• Is the Surface connected to Wi-Fi from the lock screen?
• Can you still sign in to your Microsoft account successfully from another device or browser?
• What exact message appears on the Surface when the PIN is rejected?

In the meantime, please try the following:

• Connect the Surface to the Internet from the network icon on the sign-in screen.
• Select Sign-in options and check whether you can sign in using your Microsoft account password. If I forgot my PIN is unavailable, Microsoft recommends signing in with the password first and then resetting the PIN under Settings > Accounts > Sign-in options > PIN (Windows Hello). You can find the official instructions here: Change or reset your PIN in Windows.
• From another trusted device, review the recent sign-in activity for your Microsoft account. If you see activity you do not recognize, secure the account by changing the password and reviewing the security information.
• For the error under More actions, try opening the Microsoft account device page in an InPrivate or Incognito window or use another browser. If the same error continues, keep the Trace ID available for Microsoft Support, but please do not post the full Trace ID or other account details publicly.

Please note that this is a user-to-user support forum. Forum members and moderators cannot access your account, investigate the Trace ID or unlock the device from the back end. If the Surface remains locked after trying the password sign-in option, please contact Microsoft Support so the appropriate team can review the service error securely. Thank you so much for your understanding.   

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