Passkeys Usage

Question

I'm using Windows hello Passkey Pin, NOT camera nor fingerprint reader. Some sites work okay but others during the passkey login are looking for a hardware device and not the PIN. How do I solve this?

Answer 1

Hi, Vernon Reynolds

Some websites specifically request a “cross-platform” authenticator, meaning a USB security key or phone, rather than the Windows Hello authenticator. In that situation, Windows cannot force the site to accept the PIN option.

Besides the solutions provided by the Q&A Assist, here are some suggestions you can try: 

Install all available Windows updates, then update the browser. Older Windows and browser versions may not fully support the current passkey prompts.

Test the site in a regular Microsoft Edge window, not InPrivate or Incognito mode. Private browsing can prevent some passkey functions from working correctly.

Open Settings > Accounts > Passkeys > Advanced options. Confirm that Save passkeys to this Windows device is enabled. If another password or passkey manager is listed, temporarily disable it and test again.

Clear that site’s cookies and cached data, close all browser windows, and retry. This may remove an old sign-in choice saved by the browser.

If the same sites still request only a physical device in both Edge and another updated browser, the restriction is likely set by those sites. Their support team would need to confirm whether Windows Hello platform passkeys are accepted.

Thank you for your patience in reading, I hope this information has been helpful to you. 

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Answer 2

A Windows Hello PIN is only the way to unlock a passkey that is stored on the Windows device. It is not itself a separate passkey type.

If a site is asking for a hardware device, that usually means the site is prompting for a passkey stored on a security key or on another device, instead of a passkey saved on This Windows device.

What to do:

1. On the sign-in prompt, look for an option such as Choose a different passkey, Use another device, or Security key.
2. Select the option that uses This Windows device if it is available.
3. If the site already has a passkey registered from a security key, phone, or tablet, create a new passkey for that site and save it on This Windows device.
4. In Windows 11, check Settings > Accounts > Passkeys to manage passkeys saved with Windows Hello.
5. If the site only supports passkeys from a hardware security key or another device, use the site’s alternative sign-in method instead.

Important distinction:

• Windows Hello PIN / face / fingerprint = unlock method
• Passkey location = where the passkey is stored: This Windows device, iPhone, iPad or Android device, Linked device, or Security key

So the fix is usually to register the passkey again for that site and make sure it is saved to This Windows device rather than to a hardware key or phone.

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• Support for passkeys in Windows
• Passwordless sign-in
• Where are passkeys stored on my machine? - Microsoft Q&A
• Windows Security has hijacked my attempt to apply a Passcode - Microsoft Q&A