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Windows accounts help
Overview
- Overview
User accounts basics
- User account access
- Sign-in options
- Manage user accounts
- Change from a local account to a Microsoft account
- Change your account picture
- Change or reset your PIN
- Change or reset your password
- Troubleshoot sign in issues
Windows Hello
- Configure Windows Hello
- Go passwordless with your Microsoft account
- Enhanced Sign-in Security
- Troubleshoot Windows Hello
Passkeys
- Overview
- Save passkeys
- Use passkeys
- Manage passkeys
- Frequently Asked Questions (FAQ)
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Windows accounts help
Overview
- Overview
User accounts basics
- User account access
- Sign-in options
- Manage user accounts
- Change from a local account to a Microsoft account
- Change your account picture
- Change or reset your PIN
- Change or reset your password
- Troubleshoot sign in issues
Windows Hello
- Configure Windows Hello
- Go passwordless with your Microsoft account
- Enhanced Sign-in Security
- Troubleshoot Windows Hello
Passkeys
- Overview
- Save passkeys
- Use passkeys
- Manage passkeys
- Frequently Asked Questions (FAQ)
Windows 11 Windows 10 More...Less
Windows Hello enables a sign in experience using facial or fingerprint recognition, or a PIN. While it offers a convenient and secure way to access your device, you might sometimes encounter sign in issues.
Common Issues and troubleshooting tips:
An important part of making Windows Hello secure, is that facial recognition must be confident that the face is a live person and not a photograph or other image. Facial recognition must have a clear view of your face. If facial recognition is struggling to recognize you, you’ll get the error message Couldn't recognize you.when you try to sign. If you can't sign in using facial recognition, sign in with a PIN or password instead, and then improve facial recognition.
Tips:
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Make sure the camera is clean and unobstructed
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Check your lighting. If there is harsh or particularly bright lightcoming from one side or the other, Windows Hello might have a harder time recognizing you
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Some unusual kinds of make-up are visible toinfrared and that can make it more difficult for facial recognition to recognize you
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Try removing any hats or other accessories from around your face. Glasses normally aren't a problem, especially if you were wearing them when you first set up facial recognition, but some types of hats or other accessories that frame your face could be
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Set up face recognition to recognize you with and without glasses if you wear them
Note:If your computer is managed by your work or school your IT administrator may have turned on enhanced anti-spoofing for Windows Hello. This sets an even higher standard for recognition and may especially cause problems in darkened rooms.
To improve recognition, go to Settings > Accounts > Sign-in options > Facial recognition (Windows Hello) and select Improve recognition.
If you're still having a problem with Windows Hello facial recognition, try running the troubleshooter that might fix the problem.
If your fingerprint didn’t scan properly, or if you’re using the wrong finger to sign in, you’ll get the error message Your fingerprint couldn't be recognized. Try using a different finger.when you try to sign. If you can't sign in using fingerprint recognition, sign in with a PIN or password instead, and then re-register your fingerprints.
Tips:
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Ensure your device’s fingerprint reader is clean and dry
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If needed, re-register your fingerprints, making sure to capture different angles of your finger
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Check for updates for your device’s drivers
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Register more than one fingerprint
To re-register or add another fingerprint, go to Settings > Accounts > Sign-in options > Fingerprint recognition (Windows Hello) and select Add a finger.
If you’re prompted to create a PIN again after already having one, it may be due to security updates or changes in the system. Try creating the PIN again or check for system updates.
For errors during PIN creation, sign out and sign back in, then attempt to create the PIN again.
If you're having trouble using your PIN to sign in, try to reset your PIN.
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