Troubleshoot signing in with a passkey

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 which 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 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.

  Tip: Don’t use the camera app in your Personal profile to scan a sign-in or sign-up QR code, it won’t save the passkey to your Work profile.

If you see a message saying your passkey is not found, can no longer be used, or is no longer valid, it could be because the passkey has been deleted from your account.

To fix the issue: 

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

2. Set up a new passkey.

When you get a new device, you may need to set up a new passkey with your new device. Once completed, you can safely remove any old passkeys from your account.

1. Set up a new passkey first.

2. Check your account for any passkeys which no longer apply and delete them. 
   ​​​​​​​Personal Microsoft account | Work or school Entra ID