Troubleshoot signing in with a passkey

The "Something went wrong" error can be caused by many issues, from account credentials to device connectivity, but here are some common causes:

• Credential managers such as Microsoft Password Manager, Google Password Manager, Apple iCloud Keychain and others can only have one passkey per website, app or service. You don't need to add the same passkey twice as the advantage of using a synced credential manager is you can sign in on any device.

• The process took too long, or you failed to complete a step before your device timed out.

• Cross-device sign-in failures often happen because Bluetooth isn’t enabled on both devices. Devices need to be in range of each other, and both connected to the internet. If Bluetooth hangs during registration (especially with USB security keys), cancelling and refreshing the sign-in page usually helps.

• Older versions of Windows, macOS, mobile OS and their browsers may not fully support passkeys. Check the passkey system requirements.

If your synced passkeys are not showing, ensure that your device's screen lock is not disabled as you can't use passkeys on a device without face, fingerprint or PIN authentication.

There are three main reasons why a QR code for your mobile device does not show when trying to sign in with a passkey:

1. Bluetooth is not enabled. Bluetooth must be enabled on both devices: the one on which you are signing in and the device that contains your passkey.

2. Your authenticating devices must be in range and connected to the internet. They do not need to be on the same network.

3. Authenticating with another device using Bluetooth may not be allowed by your organization. Admins read how to configure passkeys.

If you see a message saying your passkey is not found, can no longer be used, or is no longer valid, it could be because

• The passkey has been deleted from your account or device.

• You have changed the way you authenticate yourself, for example if you have changed your PIN or biometric method.

To fix the issue:

1. Set up a new passkey.

2. Check the authenticator app on your mobile device for any passkeys that no longer apply and delete them.

If you try to sign in using a passkey and see the error message "We couldn't use your device to verify your identity," it means the passkey is no longer valid on that device.

To sign in, select one of the alternatives offered, then check your account for any passkeys that no longer apply and delete them. 

​​​​​​​Personal Microsoft account | Work or school Entra ID

If you see the message "We couldn’t sign you in" when trying to sign in on your Android device, it could be that your passkey is saved in a different profile. 

If your passkey for a work account was created using a camera or authenticator app in your Personal profile, you will need to recreate a passkey in your Work profile.

If your external security key wasn't found, or didn't respond in time, unplug and reinsert the key, making sure you respond in time.