"Sorry, Something Went Wrong" When Setting Up a PIN in Windows 11

Every time you try to add or change a PIN, Windows 11 stops with “Sorry, something went wrong” (sometimes with code 0x80090016 or 0x80070057). Here’s how to fix it, gentlest first.

Why: Your PIN and other Windows Hello data live in a protected folder named Ngc, secured by the TPM chip. If that data gets corrupted — often after a Windows update, a TPM change, or a botched password sync — Windows can’t write a new PIN until the folder is rebuilt.

Fix 1: Install pending updates and retry

Microsoft has released servicing updates that fix this exact PIN-setup failure. Start here before touching any files:

1. Open Settings → Windows Update and click Check for updates.
2. Install everything, including optional and servicing-stack updates, then Restart.
3. Go to Settings → Accounts → Sign-in options → PIN (Windows Hello) and try Set up / Change PIN again.

Fix 2: Make sure you can sign in another way first

Before the heavier fix below, confirm you have a password to fall back on, because resetting Windows Hello removes the PIN:

1. Open Settings → Accounts → Sign-in options.
2. Check that Password is set. If it isn’t, add one now.

For a Microsoft account, also make sure the PC is online so it can verify your account when you re-add the PIN.

Fix 3: Reset the Ngc folder (do this carefully)

This rebuilds Windows Hello from scratch. You’ll lose the current PIN and any fingerprint/face enrollments — you’ll set them up again afterward — but no personal files are affected.

1. Open File Explorer, click the address bar, paste this and press Enter:

   C:\Windows\ServiceProfiles\LocalService\AppData\Local\Microsoft\Ngc

2. If Windows says you don’t have permission, click Continue. If it still blocks you, you’ll need to take ownership of the folder first.
3. Delete everything inside the Ngc folder — but keep the Ngc folder itself.
4. Restart the PC.
5. Go to Settings → Accounts → Sign-in options → PIN (Windows Hello) → Set up and create your PIN. It should now succeed.

After this, re-add Fingerprint recognition or Facial recognition in the same Sign-in options screen if you used them.

FAQ

Is deleting the Ngc folder safe? Yes for your data — it only holds Windows Hello credentials, not files. Just make sure you have a working password first, since the PIN gets cleared.

It worked, but the PIN broke again after the next update. Run Windows Update fully and install the latest servicing update; Microsoft has patched a recurring version of this bug. If your TPM was recently reset or cleared, the Ngc reset above re-pairs it.

Do I need to clear the TPM? Usually no. The Ngc reset is enough. Clearing the TPM is a last resort and can wipe other credentials and BitLocker keys, so don’t do it without your BitLocker recovery key saved.

Sources: Microsoft — Change or reset your PIN in Windows, Microsoft — Configure Windows Hello