I cannot sign in to my Microsoft 365 account on my new Macbook.

Katharina Schmidt 0 Reputation points
2026-09-16T18:11:54.85+00:00

The system will only let me use a QR code or a passkey and both methods do not work. Please help!

Microsoft 365 and Office | Subscription, account, billing | For home | Other

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  1. AI answer

    2026-09-16T18:12:08.4933333+00:00

    Try these checks first for QR code and passkey sign-in on the new MacBook:

    1. Turn on Bluetooth on both devices:
      • the MacBook where sign-in is happening
      • the phone or device that holds the passkey
    2. Make sure both devices are:
      • near each other
      • connected to the internet
      • not necessarily on the same network
    3. If the QR code does not appear for the mobile device, the most common causes are:
      • Bluetooth is off on one of the devices
      • the devices are out of range
      • the organization blocks Bluetooth-based cross-device authentication
    4. If a message appears such as "This passkey can no longer be used" or "We couldn't use your device to verify your identity":
      • choose Sign in another way if it is offered
      • set up a new passkey
      • remove old passkeys from the account or authenticator app that no longer apply
    5. If the sign-in flow shows "Something went wrong":
      • retry the sign-in and complete it before the device times out
      • if Bluetooth appears stuck during registration, cancel and refresh the sign-in page, then try again
      • older operating systems or browsers may not fully support passkeys
    6. If no passkeys appear, check that the device used for the passkey has screen lock enabled with face, fingerprint, or PIN authentication.
    7. If sign-in still fails, use the Sign-in helper to identify the account problem. It checks the email address or phone number being used to sign in and provides the next steps.

    If this is a work or school Microsoft 365 account, the organization may control passkey sign-in behavior. In that case, the Microsoft 365 or Entra administrator may need to help with authentication settings.

    References:

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

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  2. Ian-T 12,830 Reputation points Microsoft External Staff Moderator
    2026-09-17T05:56:23.9833333+00:00

    Hi @Katharina Schmidt

    First, please check out the AI answer

    Since both the QR code and passkey fail, first determine whether the issue is with the account or only the new MacBook:

    Open a private browsing window and try signing in at Microsoft 365 on the web.

    If web sign-in works, update macOS and the Microsoft 365 apps, then restart the MacBook. Temporarily disable any VPN, proxy, or browser content blocker before trying again.

    Confirm that you are using the account connected to the Microsoft 365 subscription or license.

    On the verification screen, look for Sign in another way or Other ways to sign in. If neither appears, no alternative verification method may currently be registered.

    For a personal Microsoft account, use Security > Manage how I sign in from the account security page to add another verification method from a device where you are already signed in.

    Please also share whether this is a personal or work/school account, and whether the failure occurs in a browser, a Microsoft 365 app, or both.

    I hope this helps, please feel free to give me an update

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