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If a Microsoft account passkey fails on a Windows PC, first identify where the passkey is stored: on the PC with Windows Hello, on a phone, in a synced credential manager, or on a physical security key. The fix depends on that storage method, the browser and Windows version, and—on work or school accounts—your organization’s policies.
Start with the error and account type
Note the exact message and whether you are signing in to a personal Microsoft account or a work or school account. Microsoft’s passkey troubleshooting guidance covers messages such as “Something went wrong,” “No passkeys available,” “This passkey can no longer be used,” “We couldn’t use your device to verify your identity,” and “External security key not found.” For a managed account, an organization may restrict which passkey methods you can create or use.
If the sign-in screen offers another verification method, use it to regain access before changing or deleting passkeys. That avoids removing a credential before you have a working way into the account.
Check Windows, browser, and device unlock
Microsoft lists Windows 10 and newer as supported for passkeys, but says the latest passkey features require Windows 11. Its listed browser minimums are Microsoft Edge 109, Chrome 109, and Safari 16. Microsoft Password Manager is available in Edge 142 or newer when using a personal profile. If an option is missing, check the browser and Windows version before troubleshooting the credential itself. See Microsoft’s passkey requirements and Windows guidance.
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A passkey relies on the device’s secure unlock method, such as a PIN, fingerprint, or face recognition. Make sure the device’s screen lock is enabled. Microsoft says synced passkeys may not appear if screen lock is disabled.
Check whether the passkey is stored on this PC or elsewhere
A passkey can be local to a Windows device, saved on a phone, held on a physical security key, or synced through a credential manager. A local passkey generally will not be available on another device; a synced passkey may be. Use the location where you originally created or saved it to decide what to inspect:
| Where it is stored | What to check | Portability and recovery |
|---|---|---|
| Windows device | Open Settings > Accounts > Passkeys. Advanced controls are under Settings > Accounts > Passkeys > Advanced options. | A device-bound passkey stays on that device. If the device is lost, recovery depends on having another sign-in method or credential. |
| Synced credential manager | Open the provider that saved the passkey and confirm the Microsoft account entry is present and available. | Sync can make a passkey available across devices, subject to the provider’s setup and device unlock requirements. |
| Phone | Check that the passkey exists in the phone’s credential storage and that the phone is nearby, online, and has Bluetooth enabled. | It can authenticate a nearby PC through cross-device sign-in; both devices need internet, but not the same network. |
| Physical security key | Reconnect the key and follow the prompt promptly when asked to touch or otherwise activate it. | The key is a separate physical authenticator; it does not repair a missing or unsupported passkey stored elsewhere. |
Windows advanced passkey options may be disabled by an IT administrator. Microsoft notes that a credential manager generally supports one passkey per website, app, or service, so repeatedly adding duplicates is unlikely to help. Manage a passkey saved outside Windows through its storage provider. Microsoft account passkeys can also be managed in the relevant Microsoft account security dashboard.
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If a passkey on your phone is not available to Windows
For cross-device sign-in, turn on Bluetooth on both the PC and phone, keep them nearby, and confirm both have internet access. They do not need to be connected to the same Wi-Fi network. A missing QR code or a phone passkey that is not offered can also result from browser or operating system limitations, or an organization policy that blocks cross-device authentication.
On Android, check which profile contains the passkey. Microsoft says that if a work-account passkey was created using the camera or authenticator app in a personal profile, it may need to be recreated from the work profile.
If Windows says no passkeys are available or the passkey is invalid
First confirm you are looking in the provider where the passkey was saved; a credential stored in a phone or synced manager will not necessarily appear in Windows’ local passkey list. If the passkey is genuinely missing or Microsoft says it can no longer be used, it may have been deleted or may no longer match a changed authentication method.
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- Sign in using another verification method offered by Microsoft.
- Create a replacement passkey in the intended storage location, if the account and organization allow it.
- Verify that the new passkey works before removing anything.
- Then inspect the authenticator or credential provider and remove only obsolete entries that no longer apply.
Do not delete the old credential first unless you have another working sign-in method. A device-bound passkey cannot be recovered from a different device simply by adding the same entry again.
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For “External security key not found” or a key that does not respond in time, unplug it and reconnect it, then respond promptly to the next prompt. Microsoft lists FIDO2-compatible security keys as supported passkey devices. A key is an alternative authenticator, not a fix for a disabled screen lock, an unsupported browser, a deleted credential, or a policy restriction.
When to contact your organization or Microsoft
If this is a work or school account, ask your IT administrator whether passkey creation, cross-device sign-in, or Windows passkey services are permitted. These settings can be restricted even when the PC and browser otherwise meet the requirements.
If you still cannot sign in after checking the storage location and available verification methods, use Microsoft’s Microsoft account sign-in helper.
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