How can we see what is wrong with an account and get a team member back into his laptop?

[Windows 11]

Last Thursday upon returning from dinner, one of our team members could sign back into his laptop. He kept getting the following error message... "you can't sign into this account, try another account". Note, he was signing in with his PIN. When he tried to use his password, he received an error that it wasn't correct. We tried numerous times to reach out to Microsoft to no avail. Finally, we reset the entire laptop thinking there was a system error. With the new set up, it is asking us for his password and now it just says it is wrong even though that is what we see on the 365 account.

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