I can't activate facial recognition system on Surface Studio Laptop, please help me.

Question

I can't activate facial recognition system on Surface Studio Laptop, please help me.

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I bought a new Surface laptop studio and in order to start my work better, I created a new Microsoft account to enter it in my new laptop, but suddenly, after I entered the account in the laptop, Microsoft blocked my account. This happened three times until I went to my old account and did not encounter any problems with this account. But when I tried to activate the facial recognition system, I get an error that says: It looks like you've already set up Windows Hello on another account. Remove face recognition from your other account, and then try again. I have set a 4-digit number for the PIN in the account that is currently active on my laptop, and I only have a problem to activate the facial recognition system. Of course, I had set the PIN and facial recognition system in the previous accounts that I entered in my laptop, but because they were blocked by Microsoft for an unknown reason, I cannot log into the accounts and delete them permanently, please help me.

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Answer 1

Hello, Mahdiyar Mirzabozorg.

Welcome to Microsoft Community!

After reading your description completely, I noticed that you have created a new Microsoft account on your Surface Laptop Studio and set up Windows Hello, but frustratingly, you have not been able to access the device directly using this account. When you try to use the Windows Hello feature with your old account, you find that the face recognition has been taken over by the brand-new Microsoft account. You now wish to delete certain accounts.

Allow me to share some of my thoughts on the above situation.

When you first create a Microsoft account, there is a process of information synchronization in the terminal. Sometimes this process causes certain delays such that you are not able to log in immediately after creating your account. I would suggest that you can wait a little longer to log back into your Microsoft account.

If you wish to continue to make changes to your account information or related authentication methods, you can try to do so by signing in to the Microsoft Account link:

Microsoft account | Log in or create an account – Microsoft

If you end up still not being able to log in to your Microsoft account to make changes related to face recognition, As Microsoft Community Support, while I do not have access to operate your account, I can provide you with guidelines for getting in touch with online support:

Please click here: Contact Us - Microsoft Support

Sign in to another Microsoft account in the top right corner.
Enter the keywords of your question in the search box and click "Get Help."
Click Contact Support at the bottom.
Select the product and category of the issue you need help with, then click "Confirm".
If you need an online chat, you can select the "Chat with a support specialist in a web browser" option.
If you need phone support, you can select "Enter your phone number and a support specialist will call you" and the specialist will call you back within a few minutes of leaving your phone number. (Keep in mind that callback times may increase or decrease depending on how busy you are.)

With the help of Microsoft online support, you can be helped to cope up with account information and other related issues.

I wish you all the best.

Thank you for your understanding and support of the Microsoft community.

Best Regards.

Leo.L - Microsoft Community Support Specialist