My wife's Surface does not accept her password or face recognition.

Try a different sign-in method first.

1. On the sign-in screen, select the password option instead of Windows Hello.
2. If Windows Hello face recognition is failing, sign in with the password or PIN, then go to Start > Settings > Accounts > Sign-in options and set up Windows Hello again.
3. If the message says the sign-in option is disabled after failed attempts or repeated shutdowns, keep the Surface powered on and plugged in for at least 2 hours, then try again.
4. After signing in, open the Surface app and check Help & support for driver and firmware updates. If updates are available, select Check for updates and install them.
5. If facial recognition still does not recognize her, go to Start > Settings > Accounts > Sign-in options > Facial recognition (Windows Hello) and select Improve recognition.
6. If the password is also not accepted, reset the Microsoft account password from another device, then use the new password on the Surface lock screen.
7. If sign-in still fails, restart to recovery from the sign-in screen: hold Shift while selecting Power > Restart, then go to Troubleshoot > Reset this PC.

Resetting the PC can remove apps, settings, and possibly personal files depending on the option chosen. Keep my files is the recommended first option.

• Troubleshoot problems with Windows Hello on Surface
• I can’t sign in onto my laptop, it says, “This sign-in option is disabled because of failed sign-in attempts or repeated shutdowns. Use a different sign in option, or keep your device powered on for at least 2 hours and then try again.” - Microsoft Q&A
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• Reset or recover your Surface