A lot of private users use pin code in Windows 10.
So when the supporter is asking the end-users to put in their credentials, they try to put in the pin code. Which it obviously wont take, since it doesn't support it.
Yes, the supporter could ask the user to put in the password for their account, but this is not ideal, since most end-user doesn't know which password the supporter is referring to, since they have used the pin code function for several years.
A) Make a menu function specific to pin code. (See attached)
Attached PNG file is a showcase, of how the issue could be fixed.