What you’re seeing
- The sign-in screen says "Something happened and your PIN isn't available. Click to set up your PIN again".
- A PIN that worked the previous day is no longer accepted.
- The setup flow asks for a verification code by email or text that never arrives.
- The problem appears right after a BIOS or firmware update, a TPM change or a Windows reset.
Common causes
Every environment is different, but these are the causes our engineers find most often:
- A BIOS or firmware update reset or changed the TPM chip, which invalidates the keys that protect the Windows Hello PIN.
- The local folder where Windows stores PIN data became corrupted or lost its permissions.
- A security policy change or device enrollment altered Windows Hello for Business requirements.
- The Microsoft account or work account security info is outdated, so the recovery code goes to an old phone number or email.
Why it matters
When the PIN fails, an employee cannot get into their PC at all, and if they never knew their account password they are fully locked out. TPM changes can also trigger BitLocker recovery prompts on the same machine, and without the recovery key the data on that drive is unreachable. Each locked-out workstation means lost hours and, in the worst case, lost files.
How AskTechGurus fixes it
Skip the trial and error. A certified engineer works on your actual system, finds the root cause, and fixes it properly.
Tell us what’s happening
Submit a ticket in about two minutes. Paste the error, describe what changed, and pick your tier. No charge to submit.
A certified engineer diagnoses it
A vetted, US-based systems engineer claims your ticket, usually within minutes during business hours, and investigates over a secure remote session you can watch and end at any time.
Fixed and verified with you
The engineer resolves the root cause and confirms with you that it’s working. You don’t just get a workaround, and you get a plain-English summary of what was wrong.
Pay only when it’s resolved
Fixed price from $99, invoiced only after you approve the fix. If it isn’t resolved, you don’t pay.
Frequently asked questions
Will I lose my files?
Usually not, because the PIN only protects sign-in. If BitLocker also asks for a recovery key, though, you will need that key to reach the drive.
Why won't my verification code arrive?
The code is sent to the security info on your account, which may be an old phone number or address you no longer use.
Can you help me get back in?
A certified US engineer can help over a remote secure session once a device can be reached, from $99, and you pay only when you can sign in again.