Applies ToWindows 11 Windows 10

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.

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: 

  • Make sure the camera is clean and unobstructed.

  • Check your lighting. If there is harsh or particularly bright light coming from one side or the other, Windows Hello might have a harder time recognizing you. 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.​​​​​​​

  • Some styles and brands of make-up can make it more difficult for facial recognition to recognize you.

  • Some types of hats or other accessories that frame your face could cause shadows.

  • Re-scan your face if you start or stop wearing glasses, or change your facial hair.

If you're still having a problem with Windows Hello facial recognition, see the following sections on How to improve Windows Hello face recognition and How to take another picture for Windows Hello facial recognition.

Tip: Using "Improve Recognition" adds another face template, increasing the chances of recognition. "Removing" and then re-scanning only keeps the latest face scan.

If you're experiencing issues with Windows Hello facial recognition not working as expected or if you’ve changed your appearance, wear glasses, or are having difficulty being recognized, you may be able to resolve the problem by using the "Improve Recognition" option in the Sign-in options settings.

  1. Open the Sign-in options in Settings.  ​​​​​​​Sign-in options

  2. Under Facial Recognition (Windows Hello), select Improve recognition.

  3. Follow the on-screen instructions to re-scan your face.

If you're still having a problem with Windows Hello facial recognition, try running the troubleshooter. 

Run the troubleshooter

Tip: "Removing" and then re-scanning only keeps the latest face scan. You may get better success by using "Improve Recognition" as this adds another face template, increasing the chances of recognition.

If you’ve significantly changed your appearance, or are just not being recognized, you can remove and re-scan your Windows Hello face recognition picture.

  1. Open the Sign-in options in Settings. Sign-in options

  2. Under Facial Recognition (Windows Hello), select Remove.

  3. Select Set up to re-scan your face.

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: 

  • Ensure your device’s fingerprint reader is clean and dry.

  • If needed, re-register your fingerprints, making sure to capture different angles of your finger.

  • Check for updates for your device’s drivers.

  • 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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