Troubleshoot problems with Windows Hello on Surface
Applies To
Surface Devices SurfaceIf you're having trouble signing in to your Surface with Facial recognition (Windows Hello) or Fingerprint recognition (Windows Hello), here are some things to check before you start the troubleshooting steps.
Before you begin
Make sure you configure Windows Hello on your device. For more info on how to do this, go to Configure Windows Hello.
Get the latest updates
You can quickly check the health of your Surface drivers and firmware using the Surface app.
-
In the Surface app, expand Help & support to check the update status.
Tip: Surface device users can use the Surface app to customize their interaction with the device. The available settings and customization options depend on the specific type of Surface device being used.
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If there are updates available, select the Check for updates button to open Windows Update and install the available updates.
Note: If you don't have the Surface app installed, you can download the Surface app from the Microsoft Store. When it has downloaded, select Start, search for Surface, then select the app from the list of results.
Now try signing in using Windows Hello again. When your Surface recognizes your face or fingerprint, it will sign you in to Windows automatically.
Note: If you’ve set up multiple sign-in methods, like a password, a PIN, and Windows Hello, Windows will show those options at the sign-in screen. To check if Windows Hello works, you need to select that option.
Windows Hello doesn't recognize me, or I get an error message when I try to sign in
If your face or fingerprint didn’t scan properly, or if you’re using the wrong finger to sign in, you’ll get an error message when you try to sign in through Windows Hello. If that happens, sign in with a PIN or password instead, and then set up Windows Hello again.
If you get one of the following error messages when you try to sign in to Windows Hello, try the corresponding troubleshooting steps:
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Couldn’t recognize you. Please sign in with your PIN.
This error message can occur if you wear glasses and didn’t set up face recognition to recognize you both with and without your glasses. This might also occur if the device has been moved and the lighting conditions are dramatically different in the new location.
To improve recognition, select Start > Settings > Accounts > Sign-in options > Facial recognition (Windows Hello), and then select Improve recognition.
If you have a Surface Pro Keyboard with a fingerprint reader, detach and then reattach the keyboard to your Surface, and try using the fingerprint reader again.
If you are having a problem with Windows Hello facial recognition, try running a troubleshooter that might fix the problem.
Run Windows Hello troubleshooter
Note: For more help troubleshooting issues with your Surface camera, view Surface camera not working.
Tips for Fingerprint recognition (Windows Hello)
Some Surface devices let you sign in with your fingerprint using Windows Hello. This includes the Surface Laptop 13-inch (1st Edition) and Surface Laptop Go models, which have a Fingerprint Power Button. Some Surface Pro Keyboards also include a fingerprint reader.
If you're having trouble signing in with your fingerprint, here are a couple of things to try:
For both the Fingerprint Power Button and Fingerprint Reader
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Use a lint-free cloth to wipe the fingerprint sensor to remove dirt or oil.
Warning: Do not use glass cleaner or other cleaning chemicals on the fingerprint sensor.
For the Fingerprint Power Button
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Make sure the LED light is on around the Fingerprint Power Button. That means the power button is ready to be used as a fingerprint reader.
For your finger
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Use the same finger you used when you originally set up Fingerprint recognition (Windows Hello).
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Make sure your finger is clean and dry.
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Place your finger flat in the middle of the power button. Make sure a larger portion of your finger is on the button and apply light pressure. Try not to move your finger when it’s on the button and being recognized.
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If you have dry skin, consider using a little skin moisturizer, but not too much. Skin moisture plays a role in recognition.
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If you have a scar on your finger or other damage, consider using a different finger to sign in—choose a finger that doesn’t have scarring. Your fingerprint might not be recognized if your finger has a scar or other damage.
On your Windows 11 PC
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Sign in with your PIN, and then try one or both of the following:
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Add another fingerprint. To do this, select Start > Settings > Accounts > Sign-in options > Fingerprint recognition (Windows Hello) > Add another. When you’re adding your fingerprint, place your finger in the middle of the Fingerprint Power Button with light pressure. Change your finger position slightly a few times. This helps to include more of your finger, which can help improve recognition when signing in later.
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Remove your fingerprint, then set it up again. To remove your fingerprint, select Start > Settings > Accounts > Sign-in options > Fingerprint recognition (Windows Hello) > Remove. After that, select Set up to set it up again.
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If you can't sign in with your PIN either, you may need to reset it. To do this, sign in with your password. Then select Start > Settings > Accounts > Sign-in options > PIN (Windows Hello), and select I forgot my PIN.
Restore or reset your PC. If Windows Hello was working before, a recently installed app, driver, or update might be causing the problem. To resolve this, try a fresh start. To learn more, see Restore or reset Surface for Windows.
Related topics
Support for Windows 10 will end in October 2025
After October 14, 2025, Microsoft will no longer provide free software updates from Windows Update, technical assistance, or security fixes for Windows 10. Your PC will still work, but we recommend moving to Windows 11.
If you're having trouble signing in to your Surface with Windows Hello, try checking the following before starting the troubleshooting steps.
Before you begin
Make sure you configure Windows Hello on your device. For more info on how to do this, go to Configure Windows Hello.
Get the latest updates
You can quickly check the health of your Surface drivers and firmware using the Surface app.
-
In the Surface app, expand Help & support to check the update status.
Tip: Surface device users can use the Surface app to customize their interaction with the device. The available settings and customization options depend on the specific type of Surface device being used.
-
If there are updates available, select the Check for updates button to open Windows Update and install the available updates.
Note: If you don't have the Surface app installed, you can download the Surface app from the Microsoft Store. When it has downloaded, select Start, search for Surface, then select the app from the list of results.
Now try signing in using Windows Hello again. When your Surface recognizes your face or fingerprint, it’ll sign you in to Windows automatically.
Note: If you’ve set up multiple sign-in methods, like a password, a PIN, and Windows Hello, Windows will show those options at the sign-in screen. To check if Windows Hello works, you need to select that option.
Windows Hello doesn't recognize me, or I get an error message when I try to sign in
If your face or fingerprint didn’t scan properly, or if you’re using the wrong finger to sign in, you’ll get an error message when you try to sign in through Windows Hello. If that happens, sign in with a PIN or password instead, and then set up Windows Hello again.
If you get one of the following error messages when you try to sign in to Windows Hello, try the corresponding troubleshooting steps:
-
Couldn’t recognize you. Please sign in with your PIN.
This error message can occur if you wear glasses and didn’t set up face recognition to recognize you both with and without your glasses. This might also occur if the device has been moved and the lighting conditions are dramatically different in the new location.
To improve recognition, select Start > Settings > Accounts > Sign-in options > Windows Hello Face, and then select Improve recognition.
If you are using a Surface with a detachable keyboard and the fingerprint reader on your Surface Type Cover isn’t working, detach the keyboard and then reattach it, and try using it again.
Tips for Surface Laptop Go and Windows Hello Fingerprint
Some Surface Laptop Go models have a Fingerprint Power Button, so you can sign in to your Windows 10 PC using Windows Hello Fingerprint. If you're having trouble signing in with your fingerprint, here are a couple of things to try:
For the Fingerprint Power Button
-
Make sure the LED light is on around the Fingerprint Power Button. That means the power button is ready to be used as a fingerprint reader.
-
Use a lint-free cloth to wipe the power button and remove dirt or oil.
Warning: Do not use glass cleaner or cleaning chemicals to clean the Fingerprint Power Button.
For your finger
-
Use the same finger you used when you originally set up Windows Hello Fingerprint.
-
Make sure your finger is clean and dry.
-
Place your finger flat in the middle of the power button. Make sure a larger portion of your finger is on the button and apply light pressure. Try not to move your finger when it’s on the button and being recognized.
-
If you have dry skin, consider using a little skin moisturizer, but not too much. Skin moisture plays a role in recognition.
-
If you have a scar on your finger or other damage, consider using a different finger to sign in—choose a finger that doesn’t have scarring. Your fingerprint might not be recognized if your finger has a scar or other damage.
On your Windows 10 PC
-
Sign in with your PIN, and then try one or both of the following:
-
Add another fingerprint. To do this, select Start > Settings > Accounts > Sign-in options > Windows Hello Fingerprint > Add another. When you’re adding your fingerprint, place your finger in the middle of the Fingerprint Power Button with light pressure. Change your finger position slightly a few times. This helps to include more of your finger, which can help improve recognition when signing in later.
-
Remove your fingerprint, then set it up again. To remove your fingerprint, select Start > Settings > Accounts > Sign-in options > Windows Hello Fingerprint > Remove. After that, select Set up to set it up again.
-
If you can't sign in with your PIN either, you may need to reset it. To do this, sign in with your password. Then select Start > Settings > Accounts > Sign-in options > Windows Hello PIN, and select I forgot my PIN.
Restore or reset your PC. If Windows Hello was working before, a recently installed app, driver, or update might be causing the problem. To resolve this, try a fresh start. To learn more, see Restore or reset Surface for Windows 10.
Related topics
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