Fix: “Something Happened and Your PIN Isn’t Available” (0x80090011) — Windows Hello Recovery Guide

When Windows shows “Something happened and your PIN isn’t available” (often 0x80090011), treat it as a sign-in credential chain failure—Windows Hello can’t validate the protected keys it expects.

This is rarely a reason to reinstall Windows. In most cases, it’s one of these:

• Windows Hello data corruption (NGC data store is damaged)

• TPM / Security Processor desync (hardware-backed keys won’t validate)

• Work/School policy enforcement (managed devices can force resets)

Step 0: Diagnosis (Choose your path)

• You can sign in with Password → go to Step 1

• Password option is missing/invisible → go to Step 2

• PIN reset/setup loops forever → go to Step 4

• Advanced fix: rebuild Windows Hello store (NGC) → go to Step 5

• You see Security Processor / TPM errors → go to Step 6

• This is a work/school device (Entra ID/Intune/Domain) → go to Step 7

Step 1: Sign in with Password, then reset the PIN (official method)

On the lock screen:

1. Click Sign-in options

2. Select the Password (key icon) and sign in

Then inside Windows:

• Settings → Accounts → Sign-in options → PIN (Windows Hello) → I forgot my PIN

• Complete verification and create a new PIN

External authority: [Microsoft Support: Change or reset your PIN in Windows]

Step 2: Password option missing? Use Safe Mode to expose it

If the lock screen shows only the broken PIN option:

1. Hold Shift and click Power → Restart

2. Troubleshoot → Advanced options → Startup Settings → Restart

3. Press 4 / F4 for Safe Mode

4. Try signing in with your password

5. Run Step 1 again to reset the PIN

Tip: Sometimes the password option is “invisible” due to UI glitches. Still click Sign-in options and try the key icon area before Safe Mode.

Step 3: Why this happens (so you don’t waste time)

Windows Hello PIN is not stored like a normal password. It’s tied to device-protected credentials (often backed by TPM). When those keys or the local Hello store gets out of sync, the PIN fails—even if your account password is correct.

Step 4: If you’re already signed in, remove and re-add the PIN

If you can get into Windows at least once:

• Settings → Accounts → Sign-in options → PIN (Windows Hello)

• Try Remove → reboot → Set up again

If Remove isn’t available or setup loops, go to Step 5.

⚠️ CRITICAL: BitLocker Safety Check (Do this before Step 5 or 6)

If BitLocker is enabled, troubleshooting Hello/TPM can trigger a BitLocker Recovery Key prompt on reboot.

External authority : [Microsoft Support: Find your BitLocker recovery key]

Step 5: Advanced fix — rebuild the Windows Hello data store (NGC)

If “I forgot my PIN” fails or loops, the local Hello store is often corrupted. Clearing it forces Windows to rebuild the credential state.

NGC folder path (exact):
C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\NGC

Proceed with caution. Precision is key. This requires Administrator privileges.

Method A: Command Prompt (fast + consistent)

1. Open Command Prompt as Administrator

2. Run the commands below one by one

3. Reboot immediately

4. Recreate PIN: Settings → Accounts → Sign-in options → PIN (Windows Hello) → Set up

:: Take ownership + grant admin rights + delete NGC (forces Hello rebuild)
takeown /f C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\NGC /r /d y
icacls C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\NGC /grant administrators:F /t
RD /S /Q C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\NGC

Method B: GUI method (if you prefer clicks)

1. Navigate to:
   C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft

2. Right-click NGC → Properties → Security → Advanced

3. Change Owner to your admin account (or Administrators group)

4. Check Replace owner on subcontainers and objects → Apply

5. Grant your admin account Full control

6. Delete the contents inside the NGC folder

7. Reboot → Set up a new PIN

Step 6: TPM / Security Processor troubleshooting (last resort)

If you see “Security processor” errors—or Steps 1–5 fail—you may need to reset TPM.

1. Open Windows Security

2. Device security → Security processor details

3. Security processor troubleshooting → Clear TPM

4. Reboot (BitLocker may ask for the recovery key)

Find your BitLocker recovery key in your Microsoft account → [Microsoft Support: Find your BitLocker recovery key]

External authority (optional): [Microsoft Learn: Troubleshoot the TPM]

Step 7: Work/School device (Entra ID / Intune / Domain)

If this PC is managed, Windows Hello settings can be controlled by policy, and local fixes may get reverted.

Tell IT/admin:

• “Windows Hello PIN reset is failing”

• “Possible TPM/Hello credential desync”

• Ask whether Windows Hello for Business PIN reset is enabled

External authority: [Microsoft Learn: Windows Hello for Business PIN reset]

Step 8: If verification fails, your account may be the bottleneck

If PIN reset fails during identity checks (or you get suspicious activity prompts), fix the account first.

If your account is the problem, see our 2026 Guide on Microsoft Account Recovery
👉 [Microsoft Account Locked? Complete Recovery Guide & Fixes (2026)]

FAQ (Snippet-ready)

Q1) Why does 0x80090011 often show up after updates?
Updates can refresh security components and expose outdated or corrupted Hello credentials, causing Windows Hello validation to fail.

Q2) Is deleting the NGC folder safe?
It’s a standard recovery technique to force Windows Hello to rebuild its local credential store, but it requires admin permissions and careful handling.

Q3) Should I clear TPM to fix Windows Hello?
Only as a last resort—and only after confirming your 48-digit BitLocker Recovery Key. Clearing TPM can trigger BitLocker recovery prompts.

Q4) Can I use passkeys instead of a PIN?
Yes. Once you regain access, add passkeys as a secondary passwordless sign-in method so you’re not dependent on a single PIN workflow.

Summary Checklist (copy/paste)

• Regain entry: Password sign-in (or Safe Mode) → reset via I forgot my PIN

• Clear corruption: Rebuild Hello store by wiping NGC (admin required)

• Hardware reset: Clear TPM only with BitLocker recovery key confirmed

• Future-proof: Add passkeys as a backup passwordless option

[Tech Troubleshooting] Category