I can’t logon to my windows 11 Surface Pro

Hi Tom Walczyk,

In addition to the steps already shared above, the screen shown indicates a BitLocker recovery prompt, so locating the recovery key is an important step before Windows can continue.

Please try locating your BitLocker recovery key first

1. On another device, go to Find your BitLocker recovery key.
2. On the locked Surface, note the first 8 digits of the Key ID shown on the screen.
3. Sign in with the Microsoft account that was used to set up the Surface and look for a recovery key that matches that Key ID.
4. If the device was ever used with a work or school account, the recovery key may be stored with that organization, in which case their IT support would need to assist.

Please note that since this is a user‑to‑user support forum, so moderators and contributors don’t have visibility into Microsoft back‑end systems or the ability to directly change product behavior. Our role here is to share technical guidance and available options. For BitLocker, recovery keys can’t be retrieved or recreated, even by Microsoft Support so if the key can’t be found, resetting the device would be the remaining option and would remove existing files.

If you need to contact a live Surface support agent, you can use the same official support channels mentioned above and narrow them specifically to Surface:

1. Go to Contact Microsoft Support and sign in with your Microsoft account.
2. Type Customer Support and select Get help.
3. Scroll down and choose Contact support.
4. Under Products and services, select Surface.
5. Under Category, choose Surface Pro, then click Confirm.
6. Select the support option offered for your scenario:
   • Chat with a support agent in your web browser
   • Enter your phone number and request a call back
   • Submit a repair or service request if advised

I hope this helps clarify the available options and next steps, and that you’re able to get your Surface up and running again soon. Please feel free to share an update or ask if anything is unclear.

If you have extra questions about this answer, please click "Comment".  

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For phone-based help, use Microsoft’s official customer support channels.

For consumer Microsoft account and sign-in issues (including Windows sign-in on Surface at home), use this support entry point and then choose the phone or chat option if it is offered for the scenario and region:

• Go to the customer service phone numbers page: https://support.microsoft.com/en-us/topic/customer-service-phone-numbers-c0389ade-5640-e588-8b0e-28de8afeb3f2
  • If the account is a personal (non-business) Microsoft account, select Get Help on that page and follow the prompts. Phone support is not available in all regions or for all consumer issues, but if it is available, it will be shown as an option during the workflow.

If the Surface is a business device managed by an organization, contact the organization’s IT helpdesk first; they may also use the same support entry point above for business support.

If the device is stuck on the Microsoft or Windows logo and never reaches the sign-in screen, try the documented Surface recovery steps before or in parallel with contacting support:

1. Force a shutdown and restart: press and hold the power button for about 20 seconds until the Surface turns off and restarts.
2. If Windows still does not start, reset the Surface using a USB recovery drive as described in the Surface recovery article.

If these steps do not resolve the issue, use the same support entry point above and, if needed, proceed to create a service order for the Surface.

References:

• I need a phone number for Microsoft support - Microsoft Q&A
• I need to talk to someone!! - Microsoft Q&A
• Surface turns on but is stuck on a logo screen