Passkey disabled

Question

How can I reset a passkey to login to my Microsoft account that has been disabled?

Answer 1

Hi Joan Condon,  

I understand how frustrating this can be, especially when your usual sign‑in method suddenly stops working.  

First, just to clarify an important point: a passkey that’s been disabled or is no longer valid can’t really be “reset” like a password. In most cases, it needs to be removed and then set up again once you can access your account. 

To better understand what’s happening, could you let me know: 

• Are you still able to sign in using another option (like your password, email/SMS code, or Authenticator app)? 
• What exact error message are you seeing when you try the passkey? 
• Is this a personal Microsoft account or a work/school account? 
• Do you remember if you recently changed devices, reset Windows, or updated your PIN/biometrics? 

In the meantime, here are some steps you can try: 

1, Try signing in another way 

• On the sign-in screen, select “Sign-in options” and choose another method (password, code, or Authenticator). If the passkey is disabled, this is usually the fastest way back in. 

2, Once you’re signed in, remove the old passkey 

• Go to your account security settings (Microsoft account security page) 
• Find Passkeys under your sign-in methods 
• Remove any passkeys that are no longer valid or tied to old devices 

3, Add a new passkey 

• After removing the old one, choose Add a new way to sign in or verify, then set up a new passkey on your current device.  

4, If the passkey is stored on your Windows device 

• Go to Settings > Accounts > Passkeys 
• Check if there’s an old passkey and remove it from there as well 

5, If you can’t sign in at all 

• Use the account recovery flow (like “Forgot password” or the sign-in helper) to regain access first. Once you’re back in, you can clean up and recreate your passkey.  

While my initial response may not fully resolve the issue, I truly appreciate your cooperation as we work together toward identifying the most effective solution. Thank you so much for your understanding.  

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Answer 2

A disabled or invalid passkey itself cannot be “reset.” Instead, it must be removed and a new passkey registered, or a different sign-in/recovery method must be used to get back into the account.

Use the steps below depending on what is blocked:

1. If the passkey is no longer valid on the device

• When seeing a message like “We couldn't use your device to verify your identity” or “This passkey can no longer be used”, the passkey is no longer valid for that account.
• Sign in using one of the alternative methods offered on the sign-in screen (password, SMS, email code, or other method).
• After signing in, remove old/invalid passkeys from the account:
  • For a personal Microsoft account, manage passkeys from the security info page: Personal Microsoft account.
  • For a work or school account, use the Security info page in Microsoft Entra ID: Work or school Entra ID.
• Then register a new passkey for the device.

2. If the passkey on the device is “orphaned” An orphaned passkey is stored on the device but no longer registered with Microsoft:

• Remove the orphaned passkey from the device or passkey authenticator (for example, from the platform’s passkey/credential manager or from the security key).
• After signing in using another method, re-register a new passkey for the account.

3. If unable to sign in at all (personal Microsoft account) If no other sign-in method works:

• Use the standard account recovery paths:
  • If the password is forgotten, follow: Reset a forgotten Microsoft account password (also accessible from Forgotten your password? on the sign-in page).
  • If the password is known but not working, use the Sign-in Helper tool referenced in the account recovery article.
• Once access is restored, remove any invalid passkeys and set up a new one.

4. If unable to sign in (work or school account)

• Go to https://mysignins.microsoft.com/security-info and select Can’t access your account?.
• Follow the self-service password reset flow (if enabled by the organization) to verify identity and reset the password.
• After regaining access, go to Security info and register a new passkey.

5. If the account itself is locked

• If the Microsoft account is locked, sign in at https://account.microsoft.com to request a security code and unlock the account.
• After unlocking and signing in, clean up old passkeys and register a new one.

In all cases, “resetting” a disabled passkey means:

1. Sign in or recover the account using another method.
2. Delete invalid/old passkeys from the account and/or device.
3. Register a new passkey for Windows 11 sign-in and Microsoft account sign-in.

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References:

• Troubleshoot signing in with a passkey
• Sign in with a passkey (FIDO2) for your work or school account
• I can't sign in to my Microsoft account
• Reset a forgotten Microsoft account password
• Reset your Microsoft work or school account password using security info
• Microsoft account has been locked
• Perform account recovery in Microsoft Entra ID