Windows Hello PIN reset option missing after policy change

Scenario

Users are told to reset a Windows Hello PIN, but the reset option disappears after a hardening or identity policy update.

Recommended Resolution Path

1. Review the exact Hello for Business policy set, enrollment mode, and tenant trust configuration.
2. Check whether the device still has a valid primary refresh token and device registration.
3. Test with a newly enrolled user on the same policy path to narrow scope.
4. If the policy intentionally removed reset, update support runbooks so technicians stop giving impossible instructions.

Technician Notes

Document what changed, what confirmed the fix, and whether the issue points to a broader standards gap worth addressing for the client.