I have trouble logging in to Micrsoft sites and content. I get a message that my passkey doesn´t work. How can I fix this?

Question

Answer 1

Hi Malin Marcko

The error shown in the screenshot, "We couldn't sign in with a passkey. Please try again.", usually indicates an issue with the saved passkey, the browser, the device's biometric/PIN authentication, or synchronization of the passkey across devices.

• Select Sign in another way and use another available sign-in method (password, Microsoft Authenticator, security code, etc.).
• If you can sign in, review your security settings and remove the affected passkey, then create a new one: : https://account.microsoft.com/security
• Ensure that: Your browser is up to date., our device PIN, Windows Hello, fingerprint, or face recognition is working correctly, Bluetooth is enabled on both devices if you are using a passkey stored on a phone. The device containing the passkey is connected to the internet.
• Try signing in using a different browser, an InPrivate/Incognito window, or another device.

For additional guidance, please refer to Microsoft's official article: Troubleshoot signing in with a passkey | Microsoft Support

If the issue persists, please let me know:

• Where the passkey is stored (Windows Hello, Microsoft Authenticator, iCloud Keychain, Google Password Manager, security key, etc.).
• Whether the problem occurs on all devices or only one device.
• Whether the account is managed by your organization's IT administrator.

I hope this helps.

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Answer 2

If Microsoft sites show “We couldn't sign in with a passkey” or the passkey is no longer valid, the usual fixes are:

1. Select Sign in another way and use another available sign-in method.
2. After signing in, check the account for passkeys that no longer apply and delete them.
3. Set up a new passkey.

If the passkey was on a new or different device:

1. Set up a new passkey on the new device first.
2. Then remove old passkeys from the account that no longer apply.

If the passkey is on a phone or another device and the QR code flow or cross-device sign-in is failing:

1. Turn on Bluetooth on both devices.
2. Make sure both devices are in range and connected to the internet.
3. For work or school accounts, some organizations block Bluetooth-based cross-device authentication.

If the passkey is stored in Microsoft Authenticator and no longer works:

1. Open the authenticator app on the mobile device.
2. Delete any passkeys that no longer apply.
3. Register a new passkey.

If this is a work or school account, an orphaned passkey can also cause this. That means the passkey still exists on the device, but it was removed from Microsoft Entra ID. In that case:

1. Remove the orphaned passkey from the device or passkey provider.
2. Re-register a new passkey.

If no other sign-in method works, use the account support options for sign-in help.

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