Don’t worry — this is a common issue and usually easy to fix!
“Windows Hello — Couldn't Recognize You”
What This Means (In Plain English)
Windows Hello face recognition or fingerprint login could not verify your identity. You can still log in with your PIN or password.
Common Causes
- •Poor lighting conditions
- •Dirty camera lens or fingerprint sensor
- •Wearing glasses or a hat that was not worn during setup
- •Driver issue after a Windows update
How to Fix It — Step by Step
- 1
Try your PIN or password to log in instead.
- 2
Clean the camera lens or fingerprint reader.
- 3
Make sure there is adequate lighting for face recognition.
- 4
Go to Settings > Accounts > Sign-in Options > Windows Hello and set it up again.
- 5
Remove your face/fingerprint data and re-enroll it.
- 6
Update your camera or fingerprint reader drivers via Device Manager.
How to Prevent This in the Future
Keep the camera and fingerprint reader clean. Enroll your face in different lighting conditions for better recognition.
Related Errors You Might See
Still stuck? Don’t worry!
If the steps above did not solve the problem, ask a trusted friend or family member for help, or contact us and we will do our best to assist you.