Microsoft account passkey error

Question

Microsoft account passkey error

Aicel 0

Logging into my windows 11 account requires me to create a passkey, when attempted an error message of “Something went wrong” pops up. When “skip for now” is selected ot resets me back to the lock screen and continues to loop in this cycle. When the computer is reset in safe mode to possibly remove the corrupted log in data, it does not allow for me to attempt to log into the account due to not having a network connection. Please help I’m currently soft locked out of the account.

What can i do to fix this?

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Answer 1

Sin-D 12,245 Microsoft External Staff Moderator

Hi Aicel,

I understand that you're stuck in a sign-in loop where Windows requires you to create a passkey, but the setup fails with a "Something went wrong" error, and selecting "Skip for now" simply returns you to the lock screen.

I would like to gather a bit more information first:

Is this a personal Microsoft account (for example, Outlook.com, Hotmail.com, Live.com), or is it associated with work or school?
Were you able to sign in to the same Microsoft account recently on another device or at https://account.microsoft.com?
Before this started, did you make any recent changes such as:
- Adding or removing a passkey
- Changing security settings
- Resetting your password
- Installing Windows updates
Do you see any option such as "Sign-in options" on the login screen that allows you to use a password instead of setting up a passkey?

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

Sin-D 12,245 Reputation points Microsoft External Staff Moderator

2026-07-21T03:42:45.34+00:00

Hi Aicel,

Have you had the chance to check my answer yet?

Please do keep me updated.
Aicel 0 Reputation points

2026-07-21T14:12:34.0933333+00:00
This account is a personal account and is not associated with a work or school.

Yes, I can get into the account via the web browser. I just cannot log into the laptop.

I did not change any of the item listed.

The "Sign in options" button is not available but there. There is a button that states "skip for now" but when selected it loops me back to the log in page without allowing me into the account on the laptop. I am returned to the log in page.
Sin-D 12,245 Reputation points Microsoft External Staff Moderator

2026-07-22T05:08:34.6633333+00:00
Hi Aicel,

Thank you for the additional information.

Since you can successfully sign in to the same Microsoft account on the web, but Windows is forcing the passkey setup process and repeatedly returns to the sign-in screen after selecting "Skip for now", this may indicate that the local Windows sign-in or Windows Hello/passkey configuration has become corrupted.

As a next step, please try the following:

Sign in to your Microsoft account from another device and review your passkeys under "Security" > "Manage how I sign in". If you see any passkeys associated with this laptop, remove them temporarily.

If your PC supports it, connect it to the internet from the sign-in screen using a different network (for example, a mobile hotspot) and then attempt the sign-in again.

If the issue persists and you are unable to reach the desktop at all, boot into the Windows Recovery Environment and check whether System Restore is available from "Troubleshoot" > "Advanced options" > "System Restore". If a restore point exists from before the issue started, restoring it may resolve the corrupted sign-in configuration.

Warning: If you later consider using "Reset this PC", choose "Keep my files" if available, as other reset options may remove applications and data.
Sin-D 12,245 Reputation points Microsoft External Staff Moderator

2026-07-23T02:49:20.8466667+00:00

Hi Aicel,

Have you had the chance to check my answer yet?

Please do keep me updated.