I can't sign in on my i phone or i pad even though i am using my pass key. It works fine on my laptop

Louis Roden 0 Reputation points
2026-01-26T12:50:11.7866667+00:00

I sign in automatically with my laptop but the pass key doesn't work on my i pad or i phone. It says there is an error when it asks me to confirm it is me after entering my e mail address.

I have cleared cache on browser.

Microsoft 365 and Office | SharePoint | For business | iOS
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  1. AI answer

    2026-01-26T12:50:22.3666667+00:00

    It sounds like you're experiencing issues with signing in on your iPhone or iPad using your passkey, while it works fine on your laptop. Here are some steps you can take to troubleshoot this issue:

    1. Ensure Bluetooth is Enabled: For cross-device authentication using passkeys, Bluetooth must be enabled on both your iPhone/iPad and the device you're trying to sign in on.
    2. Check Internet Connection: Make sure that both devices are connected to the internet. A stable connection is necessary for the authentication process.
    3. Use the Correct Sign-in Method: When prompted, ensure that you select the option to sign in with a passkey. If you see an option for other sign-in methods, choose the one that corresponds to your passkey.
    4. Clear Cache and Cookies: Since you've already cleared the cache on your browser, consider also clearing cookies or trying a different browser or the app itself if you're using a web browser.
    5. Re-register the Passkey: If the issue persists, you may want to remove the existing passkey from your device and re-register it to ensure it is correctly set up.

    If these steps do not resolve the issue, you may need to contact Microsoft Support for further assistance, especially if you suspect there may be a problem with your account or the passkey setup.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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  2. AlexDN 11,450 Reputation points Microsoft External Staff Moderator
    2026-01-27T01:43:11.3933333+00:00

    Dear @Louis Roden,

    Thank you for posting your question in the Microsoft Q&A forum.

    I understand you can sign in on your laptop without issues, but your passkey does not work on your iPhone or iPad. The error appears when the device asks you to confirm your identity.

    To better assistance, could you please confirm following information:

    1. Does your iPhone/iPad have iCloud Keychain turned on?
    2. Are you signing in using Safari or Microsoft Edge (recommended for passkeys)?
    3. Is your iPhone/iPad updated to the latest iOS/iPadOS version?
    4. Do you have the Microsoft Authenticator app installed and set up on the device?
    5. Have you ever created a passkey directly on your iPhone or iPad for this account?
    6. Are you in any private/incognito browser mode?
    7. Do you see any specific error code when the confirmation fails?

    In the meantime, you may try these steps:

    • Enable Authenticator for passkeys: On iPhone/iPad, go to Settings > General > Autofill & Password >Turn on Autofill Passwords and Passkeys, and select Authenticator (iOS 18 can keep multiple providers on).
    • Use the correct sign‑in option: In Safari/Edge or a Microsoft app, choose Other ways to sign in > Face/Touch ID or security key. If you’re signing in on another device (like your laptop), scan the QR with the iOS Camera and keep Bluetooth on for both devices.
    • Confirm your passkey exists: Open Microsoft Authenticator and check that your work account shows login.microsoft.com. Also verify at aka.ms/mysignins that Passkey (Microsoft Authenticator) is listed.
    • Try a Microsoft app: If the browser still errors, try signing in from the Outlook or Teams app on iOS. Some organizations allow sign‑in only from approved apps or compliant devices.

    Please understand that our initial response does not always resolve the issue immediately. However, with your help and more detailed information, we can work together to find a solution.

    I truly appreciate your patience and understanding. If you have any further questions or need further clarification, please feel free to reach out. I'm looking forward to hearing from you. 

    Thank you for your cooperation.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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