Unable to sign in with passkey to portal.azure.com

Question

I had an old phone that I used to sign in with MFA (the 2-digit number challenge) into portal.azure.com, but that phone is not compliant anymore, so I removed it from my-signin > Security-info.

I setup a new android phone with passkey. The passkey is correctly setup. Itune works fine.

However, when I go to portal.azure.com, I get the entra ID sign in page, I enter my microsoft email address, then select "Face, Fingerprint, PIN or security key", I get a "We could not sign out in" error.

See screenshot:

Can you please help?

Answer 1

Hello @Laurent Nguyen,

Based on the information you provided, I understand that you are experiencing a sign-in issue after setting up a passkey on your Android device and receiving the error message, "We couldn't sign you in."

According to Microsoft's guidance in Troubleshoot signing in with a passkey, this issue can occur if the passkey was created under a different Android profile (for example, a personal profile instead of a work profile) or if it was registered using the camera or Microsoft Authenticator app within the personal profile.

To resolve this issue, please switch to the appropriate work profile on your device and recreate the passkey for your work account. This will ensure that the passkey is stored and used within the correct profile when authenticating.

Additionally, I recommend contacting your IT administrator, as they are able to review your organization's passkey policies and provide further assistance specific to your environment.

If you have any updates or concern about this matter, please feel free to let me know.