How to set up and use Windows Hello fingerprint or PIN login

Security & Access KB-173

Summary

This guide helps you troubleshoot and resolve: How to set up and use Windows Hello fingerprint or PIN login. Follow the steps below to fix the issue.

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Common Causes

Windows Hello lets you sign in to your Windows device using a fingerprint, facial recognition, or a PIN instead of typing your password each time. It's faster and, in many cases, more secure than a traditional password. This guide walks you through setting up fingerprint and PIN login on Windows 10 and 11.

Quick Fix Steps

Open Settings by pressing Win + I.
Go to Accounts > Sign-in options.
Select Fingerprint recognition (Windows Hello) and click Set up.
Follow the prompts to touch the fingerprint sensor.
Set up a PIN when prompted — this is required as a backup for fingerprint login.

Detailed Instructions

Prerequisites

A Windows 10 or 11 device with a built-in or USB fingerprint reader.
You must be signed in with an administrator or standard account that has a password set.
Your device must have the latest Windows updates installed.

Setting Up Fingerprint Login

Press Win + I to open Settings.
Click on Accounts, then select Sign-in options from the left-hand menu (Windows 10) or the main pane (Windows 11).
Under Ways to sign in, locate Fingerprint recognition (Windows Hello) and click on it.
Click the Set up button. A Windows Hello setup window will appear.
Click Get started. You may be prompted to enter your current password or PIN to verify your identity.
Touch the fingerprint sensor as directed. You'll need to lift and re-touch your finger several times so Windows can capture different angles.
Once the initial scan is complete, click Add another if you'd like to register a second finger — this is recommended in case your primary finger is injured or wet.
Click Close when finished.

Registering multiple fingers (for example, one from each hand) makes it easier to unlock your device regardless of how you're holding it.

Setting Up a PIN (Required for Windows Hello)

Windows requires a PIN as a backup sign-in method before you can use fingerprint or facial recognition. If you didn't set one up during fingerprint setup, follow these steps:

Open Settings with Win + I.
Go to Accounts > Sign-in options.
Click on PIN (Windows Hello).
Click Set up and confirm your account password.
Enter a PIN of at least 6 digits, then confirm it and click OK.

A Windows Hello PIN is tied to the specific device and never transmitted to Microsoft's servers, making it more secure than a password that travels across networks.

Testing Your New Sign-In Method

Press Win + L to lock your screen.
On the lock screen, Windows should prompt you to touch the fingerprint sensor.
If the fingerprint isn't recognised after a few attempts, Windows will fall back to asking for your PIN or password.

Troubleshooting

Fingerprint Reader Not Detected

Check that the fingerprint sensor is clean and dry.
Open Device Manager (press Win + X then M) and expand Biometric devices. If your reader isn't listed or has a warning icon, right-click and select Update driver.
Restart your device and check again.
If you're using a USB fingerprint reader, try a different USB port, preferably a direct port on the back of a desktop PC rather than a hub.

"We Couldn't Find a Fingerprint Reader Compatible with Windows Hello Fingerprint"

This message appears when the fingerprint driver is outdated or incompatible. Visit your device manufacturer's website (e.g., Dell, HP, Lenovo) and download the latest biometric driver for your specific model. After installing, restart and try the setup again.

Fingerprint Not Recognised at Login

Ensure your finger is clean and free of cuts, moisture, or oil.
Try a different registered finger.
Return to Settings > Accounts > Sign-in options > Fingerprint recognition, click Remove, then set it up again from scratch.

Windows Hello Option Is Greyed Out

Make sure you have a password or PIN set on the account — Windows Hello can't be configured without one.
Check whether your organisation's group policy has disabled Windows Hello. If this is a work device managed by 220 Internet Services, Open a Ticket and we can review your policy settings.
Run Windows Update to ensure you have the latest system files and drivers.

Forgot Your PIN

If you've forgotten your PIN and can't sign in, you'll need to reset it from the lock screen or sign-in options. For a full walkthrough, see our related guide: Password reset (Windows login).

If you remove both your PIN and password, you could lock yourself out of your device entirely. Always keep at least one sign-in method active and tested before removing another.

Still Having Issues?

Need more help? If the issue persists after trying these steps, please open a support ticket and our team will assist you.

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