Can’t get logged in saying need passkey

Question

Can’t get logged in saying need passkey

Amber Walker 0

I got new PC yesterday and tried to create a new account to log in and saying chose a iPhone or security key and when I scan with my phone saying something went wrong

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2 answers

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Answer 1

Hendrix-C 19,970 Microsoft External Staff Moderator

Hi @Amber Walker,

Thank you for posting your question in the Microsoft Q&A forum.

To help you resolve this concern, could you provide us with more detailed information? We greatly appreciate your understanding and cooperation.

Can you confirm which app did you use for scanning QR code, is it your phone QR scanner/Camera or the Authenticator App scanner?
Are you trying to sign in with a personal Microsoft account (hotmail.com, outlook.com, etc.) or a work/school account?

Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

Thank you for your understanding and cooperation. I'm looking forward to your reply.

Hendrix-C 19,970 Reputation points Microsoft External Staff Moderator

2026-01-05T23:43:41.5+00:00

Good day @Amber Walker,

Hope things are running smoothly on your end.

Following up on the support thread we've been working on. If you are still facing the same issue or need assistance with anything else, kindly respond to this post, and I will be happy to help.

We want to make sure everything is working as expected and that your experience remains uninterrupted.

Thank you for your patience and understanding throughout the troubleshooting process.

I look forward to hearing from you soon.

Answer 2

It seems you are experiencing issues with signing in using a passkey on your new PC. Here are some steps you can take to troubleshoot the problem:

Ensure Bluetooth is Enabled: If you are trying to sign in using your iPhone or another mobile device, make sure that Bluetooth is enabled on both your PC and your mobile device. This is necessary for cross-device authentication.
Check Internet Connection: Ensure that both your PC and mobile device have a stable internet connection, as this is required for the sign-in process.
Remove Orphaned Passkeys: If you have previously set up a passkey that is no longer registered with your Microsoft account, it may cause issues. You can try removing any orphaned passkeys from your device and then re-registering a new passkey.
Follow the Correct Steps: When you attempt to sign in, make sure you are following the correct steps for using a passkey. After selecting the option to sign in with a passkey, ensure you scan the QR code correctly and follow the prompts on your mobile device.

If you continue to face issues, you may want to consult Microsoft support for further assistance.

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