You type your PIN — the one you have used a hundred times — and Windows 11 tells you it is incorrect. Or worse, you get “Something happened and your PIN isn’t available” with no further explanation. On HP laptops this crops up after Windows updates, BIOS updates, and sometimes for no apparent reason at all.

Here is the reassuring part: your PIN data is almost certainly just corrupted, and your files and account are completely fine. The PIN is a local convenience credential backed by your Microsoft account password, which still works. These fixes rebuild the PIN from scratch, and they work reliably.

Why this happens

  • Corrupted NGC credential folder. The PIN lives in C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\NGC, and corruption here is the top cause.
  • TPM state changed. BIOS updates, TPM firmware updates, or clearing the TPM invalidates the stored PIN.
  • A Windows update damaged the credential store. Feature updates occasionally break the PIN database.
  • TPM driver or firmware issue. If the TPM chip is not responding, Windows cannot validate the PIN.
  • Corrupted user profile credential cache. Less common, but profile-level corruption can break Hello credentials.
  • Group policy or registry misconfiguration. On HP business laptops, policies can disable or break PIN sign-in.
  • Disk errors. Bad sectors in the credential store area corrupt the PIN data silently.

How to fix it

Work through these in order, from least to most invasive. Confirm you know your Microsoft account password before you start — it is your fallback.

Fix 1: Sign in with your password and reset the PIN

The simplest path: bypass the broken PIN, then rebuild it.

  1. On the sign-in screen, click Sign-in options and choose the password icon.
  2. Sign in with your Microsoft account password.
  3. Go to Settings > Accounts > Sign-in options > PIN (Windows Hello).
  4. Click Remove to delete the broken PIN, then click Add and create a new one.
  5. Lock the screen (Win + L) and test the new PIN immediately.

Fix 2: Delete the NGC folder manually

When the Settings UI refuses to remove the PIN, delete the credential store directly.

  1. Sign in with your password as in Fix 1.
  2. Open File Explorer and navigate to C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\NGC.
  3. You will need ownership: right-click the NGC folder > Properties > Security > Advanced > Change owner to your account, and grant yourself full control.
  4. Delete everything inside the NGC folder (not the folder itself).
  5. Go to Settings > Accounts > Sign-in options > PIN (Windows Hello) > Add and create a fresh PIN.
  6. Test with Win + L. Microsoft documents this credential architecture on the Windows support hub .

Fix 3: Clear the TPM

If the PIN broke after a BIOS update or the NGC rebuild did not help, the TPM state is the suspect.

  1. Press Win + R, type tpm.msc, and press Enter.
  2. Check the status: it should say “The TPM is ready for use.” If it shows an error, the TPM needs attention.
  3. In the right-hand Actions pane, click Clear TPM.
  4. Restart when prompted and confirm the clear in the BIOS/UEFI prompt if one appears.
  5. After booting, go to Settings > Accounts > Sign-in options and set up your PIN again from scratch.
  6. Note: clearing the TPM also removes other TPM-stored keys (like BitLocker protectors tied to TPM) — make sure you have BitLocker recovery keys saved before doing this.

Fix 4: Update the TPM firmware and BIOS from HP

An outdated TPM firmware or BIOS can leave the TPM unresponsive to Windows 11.

  1. Find your exact HP model on the sticker under the laptop.
  2. Go to HP Support , enter your model, and check for BIOS and TPM firmware updates under Drivers.
  3. Install the BIOS update with the charger plugged in; do not interrupt it.
  4. If a TPM firmware update is listed, install it following HP’s instructions exactly.
  5. Reboot, then re-create your PIN in Settings > Accounts > Sign-in options.

Fix 5: Run SFC and check the disk

Corruption in system files or on disk can break the credential store repeatedly.

  1. Open an elevated Command Prompt and run sfc /scannow.
  2. Follow with DISM /Online /Cleanup-Image /RestoreHealth and restart.
  3. Run chkdsk C: /f (type Y and restart) to fix file-system errors that may be corrupting the NGC folder.
  4. Re-create the PIN afterward and monitor whether it stays working.

Fix 6: Create a new user profile

If the PIN breaks again after every fix, the user profile itself may be corrupted.

  1. Go to Settings > Accounts > Other users > Add account.
  2. Create a new local administrator account and sign into it.
  3. Set up a PIN in the new profile via Settings > Accounts > Sign-in options.
  4. If the PIN works fine there, migrate your files to the new profile — the old profile’s credential cache is damaged beyond simple repair.
  5. You can link the new profile to your Microsoft account afterward to keep sync working.

Fix 7: Check HP-specific security software and policies

HP business laptops sometimes have extra layers interfering with Hello.

  1. Open HP Wolf Security or HP Client Security if installed and check for credential or TPM-related settings.
  2. Temporarily disable third-party credential managers and test the PIN.
  3. On company-managed laptops, ask IT whether a policy disables Windows Hello PIN — no local fix overrides that.
  4. As a last resort, Settings > System > Recovery > Reset PC with Keep my files rebuilds the credential stack cleanly.
  5. If you cannot reach Settings because of deeper boot problems, our Safe Mode troubleshooting guide covers alternative recovery paths into Windows.

Closing

A PIN that suddenly stops working on an HP laptop is a corrupted credential store or a TPM state change — not a forgotten PIN and not a hacked account. Sign in with your password, delete the NGC folder or clear the TPM, and set the PIN up fresh. Ten minutes of work, and your fast sign-in is back for good. If the PIN broke as part of a wider post-update meltdown, our blue screen after Windows 11 update guide covers rolling the update back first.

Frequently asked questions

Why does Windows say my PIN is incorrect when it isn't?
The stored PIN credential is usually corrupted, not your memory. The NGC folder holding the PIN data can be damaged by updates or disk errors, so Windows rejects a correct PIN. Deleting and re-creating the PIN fixes it.
What does 'Something happened and your PIN isn't available' mean?
It means the PIN credential store is broken or the TPM (the security chip holding it) is not responding. The fix is to clear the TPM or delete the NGC folder and set up the PIN again — both covered below.
Will I get locked out of my laptop?
Not if you know your Microsoft account password. The PIN is a convenience shortcut; your password always works as a fallback on the sign-in screen via ‘Sign-in options.’ Never reset the PIN without confirming you know the password first.
Can an HP BIOS update break the PIN?
Yes — BIOS updates can reset or clear TPM state, which invalidates the stored PIN. If the PIN broke right after a BIOS update, clearing the TPM and re-creating the PIN is the expected fix, not a sign of deeper trouble.