Microsoft “We couldn’t create a passkey”

Question

Microsoft accepts my ID and Password, but I get the message “we couldn’t create a passkey” I have tried the QR code and a text code to set up the passkey , but no success. What do I try next?

Answer 1

Hi!

If this is your first time seeing this message or you don't have an Access Key, click Cancel and it should proceed with the login.

Otherwise, try this:

• Try logging in using a different browser, such as Microsoft Edge or Google Chrome.
• Try logging in using a different device, such as another computer or mobile phone.
• Try using a different internet connection.
• Try logging in using the New Outlook App.

https://apps.microsoft.com/detail/9nrx63209r7b?hl=en-US&gl=US

I look forward to your feedback!

Answer 2

The error “We couldn’t create a passkey” usually means the passkey could not be properly registered on the authentication server, even if the sign-in with ID and password worked.

Try these steps in order:

1. Delete any partially created passkey in Microsoft Authenticator
   • Open Microsoft Authenticator on the mobile device.
   • Find any passkey that was created for this account during previous attempts.
   • Tap the Trash icon and confirm Delete.
   • This removes the locally stored passkey that never finished registering.
2. Retry passkey registration
   • Go back to the device where the passkey is being set up (for example, via My Security info or Advanced Security Options, depending on whether this is a personal or work/school account).
   • Start the passkey setup again and follow the prompts.
   • If using cross-device registration (for example, Android + another device):
     • Ensure Bluetooth is enabled on both devices.
     • Keep both devices in range and connected to the internet.
     • When the security window opens on the mobile device, complete the prompts to save the passkey.
3. If the error persists
   • The documentation notes that this error can occur if the passkey provider is not permitted or the connection times out during registration.
   • After deleting the local passkey from Authenticator, repeat the registration once more. If it still fails, contact support for further investigation, as some restrictions may be enforced by the organization or environment.

If instead you see a message that the passkey can no longer be used or is not found after creation, delete any invalid passkeys from the authenticator app and your account, then set up a new passkey.

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References:

• Set up a passkey in Microsoft Authenticator
• Troubleshoot signing in with a passkey
• Signing in with a passkey