I keep trying to get in my Surface Pro 6. The face recognition, pin, and the shift to go to factory setting all of them don't work.

Use the password for the Microsoft/local account on the device to get back in first, then repair Windows Hello and PIN from inside Windows.

1. Try all available sign-in options
   • On the Surface Pro 6 sign-in screen, select Sign-in options under the password box.
   • Choose Password (not PIN or Windows Hello) and sign in with the account password.
   • If Windows Hello Face is still selected, manually switch to Password.
2. Once signed in, update Surface and Windows
   • Open the Surface app (select Start, search for Surface).
   • Go to Help & support and check update status.
   • Select Check for updates to open Windows Update and install all available Windows and firmware updates.
   • Restart the Surface and test sign-in again.
3. Fix Windows Hello Face
   • Go to Start > Settings > Accounts > Sign-in options.
   • Under Facial recognition (Windows Hello) or Windows Hello Face:
     • If available, select Improve recognition and rescan the face in good, even lighting.
     • If that does not help, remove the face enrollment and set it up again from the same page.
   • Make sure the camera is clean and unobstructed, and avoid harsh side lighting, hats, or heavy makeup that changes facial appearance.
4. Fix Windows Hello PIN
   • In Settings > Accounts > Sign-in options > PIN (Windows Hello):
     • If the PIN works intermittently, choose I forgot my PIN and follow the reset flow.
     • If the PIN is completely unusable but password works, remove the PIN and then add a new PIN.
5. Fix Windows Hello Fingerprint (if using a Type Cover with fingerprint)
   • Detach the Surface Type Cover, reattach it, and try again.
   • On Windows 11: Settings > Accounts > Sign-in options > Fingerprint recognition (Windows Hello).
     • Try Add another fingerprint, scanning the finger from slightly different angles.
     • If that fails, Remove the fingerprint and set it up again.
6. If Windows Hello still does not work
   • Run the Windows Hello troubleshooter for facial recognition from the Surface support article: Run Windows Hello troubleshooter.
   • If Windows Hello was working before and recently stopped, consider a repair/reset of Windows as a last resort (this can remove apps and data, so back up first). See Restore or reset Surface for Windows from the same support set.

If none of the sign-in methods (including password) work and factory reset via Shift+Restart is failing, professional service or support is required because the documented steps assume at least one working sign-in method or access to recovery options.

References:

• Troubleshoot problems with Windows Hello on Surface
• Windows Hello common issues and troubleshooting tips
• Windows Hello Enhanced Sign-in Security