Synced Passkey Not Working? Don't Worry!
If you experience issues using a synced passkey, don't worry. You can still sign in using your existing authentication methods.
Select Sign in another way on the login screen and authenticate using your:
- Password
- Microsoft Authenticator MFA approval
This ensures you can continue accessing your account even if your synced passkey is unavailable, your device is not nearby, or you encounter issues with passkey synchronization.
Important: Bluetooth May Be Required
Why Bluetooth Matters
Many users are surprised to learn that Bluetooth may be required during passkey registration or sign-in.
When a passkey is stored on one device and used to authenticate on another device, Bluetooth is required as part of the security verification process (i.e., during the QR-code based synced passkey registration and cross-device authentication).
Common Examples
Registering a Passkey
You start registration on your computer and choose to save the passkey on your phone.
You may be asked to:
- Scan a QR code.
- Enable Bluetooth on both devices.
- Complete verification on your phone.
Signing In
You attempt to sign in on a laptop using a passkey stored on your mobile phone.
You may be asked to:
- Display a QR code on the laptop.
- Scan the code with your phone.
- Use Bluetooth to confirm the devices are physically near one another.
- Complete authentication on your phone.
Before Contacting the IT Support Center
Many registration and sign-in problems can be resolved by:
- Updating your browser
- Updating your device operating system
- Confirming internet connectivity
- Confirming access to your synced passkey provider account
- Restarting the registration process
- Verifying Bluetooth is enabled when using cross-device authentication
As always, if these recommendations do not resolve the issue, please log an ihelp ticket.