Sign-in and Password Problems

Sign-in and Password Problems

Use this when: Your password or PIN is not accepted at the Windows sign-in screen, or your account seems locked.

Steps

Do this

What should happen

1. Check Caps Lock and Num Lock.

The sign-in screen shows a Caps Lock warning; Num Lock quietly changes what some keys type.

2. Check the keyboard language in the bottom-right of the sign-in screen.

A US/UK mismatch moves the @ and ” keys and breaks passwords that use them.

3. If you use a PIN and it fails, click Sign-in options and try your full password instead (or vice versa).

One route often works when the other is stuck.

4. If you recently changed your password, try the new one carefully — muscle memory may be feeding you the old one.

Recent changes are the usual cause of “it worked yesterday”.

5. Restart and try once more.

Clears a stuck sign-in state, especially after an update.

If that did not work

It says the account is locked or disabled. Log a HIGH ticket or call [IT PHONE] — this needs an administrator.

“We can’t sign you in” or your account is missing. Log a HIGH ticket. Do not create a new local account.

You are asked for a BitLocker key before you even reach sign-in. That is a different screen — go to “BitLocker Recovery Screen”.

Important: After several wrong attempts the account may lock to protect you. Stop and log a ticket rather than guessing repeatedly — each wrong try can extend the lockout.

Log a ticket

HIGH — Urgent — You cannot sign in after the steps above, or the account is locked, disabled, or missing.


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