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Windows Hello Not Accepted – Password was Changed on different device

I recently ran into an issue with Windows Hello Biometrics not working for a user (both Face and Fingerprint). After the user tried to sign in with biometrics the following error was displayed “Your password was changed on a different device. You must sign in to this device once with your new password, and then you can sign in with your PIN”

Numerous things were tried to resolve the issue including resetting passwords, PIN’s deleting the contents of C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\Ngc and C:\Windows\System32\WinBioDatabase but nothing resolved the issue.

Ultimately deleting the registry key below and setting up Windows Hello again resolved the issue.


  1. Open the Registry Editor by clicking the Windows key + R key on your keyboard
  2. Type in regedit and press ok
  1. Once the Registry Editor opens navigate too
    HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Authentication\Credential Providers\{D6886603-9D2F-4EB2-B667-1971041FA96B}\***SID of USER***\UserNames
  2. Right click on the folder with the required users username and select Delete
  1. Reboot the device and login. Setup Windows Hello again.
  2. The user will now be able to sign in with their Biometrics.
Updated on November 19, 2022

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