How do I troubleshoot problems with Microsoft MFA?

My password manager is not listed as a place to save my passkey

When you create a passkey, your device should display the available locations where the passkey can be saved. Depending on your device, browser, and password manager, these options may include a password manager, the device itself, another phone or tablet, or a physical security key.

If the password manager you want to use does not appear, you may see a Choose where to save your passkey window that only offers options such as:

• iPhone, iPad, or Android device
• Security key
   

  

Try the following steps:

1. Cancel the passkey registration.

   Do not select iPhone, iPad, or Android device unless you actually want to save the passkey using a phone or tablet. Do not select Security key unless you want to save the passkey to a physical security key, such as a YubiKey.

2. Confirm that your password manager is installed and available on the device.

   For example:

   • For Google Password Manager, make sure you are using Google Chrome, are signed in to the correct Google account, and have password sync enabled. Visit chrome://password-manager/settings to confirm.
     
     
   • For Microsoft Password Manager, make sure Microsoft Edge is up to date, you are signed in to the appropriate Microsoft account, and you have the password manager enabled. Visit edge://settings/autofill/passwords to confirm.
     
     
   • For Apple Passwords, make sure you are signed in to iCloud and have enabled saving passwords.
     
     
   • For Bitwarden or 1Password or other third-party password managers, make sure the application or browser extension is installed, unlocked, and configured to manage passkeys.

3. If you are using Windows 11, check which passkey providers Windows has enabled.

   Open Settings and select Accounts > Passkeys > Advanced options.

   Review the available passkey services and make sure the provider you want to use is enabled.

   If you want Windows itself to store a device-bound passkey, make sure Save passkeys to this Windows device is turned On.

   

4. Restart your browser after making changes.

   Close all browser windows, reopen your browser, and confirm that you are signed in to the correct browser or password manager profile.

5. Try creating the passkey again.

   Visit aka.ms/mfasetup, select + Add sign-in method, and repeat the passkey registration process.

   When asked where to save the passkey, confirm that your preferred password manager now appears.

If your preferred password manager still does not appear, you can also register another supported Microsoft MFA method and return to passkey setup later. Do not choose a storage location simply because it is the only option displayed unless that is where you want the passkey to be stored.

I have an Android 14 device and can't save a passkey in Microsoft Authenticator

The steps to enable passkey providers on Android might vary based on the make and model of your device. Search for Passkey on your device settings, or consult your device manufacturer for guidance. The Microsoft Authenticator app uses passkey features that are available on Android 14, but phone manufacturers choose whether or not to implement these features for each device they make. If your Android 14 device doesn't support these features, the Authenticator app might not work to save a passkey for your device and we recommend that you upgrade to Android 15. If you are unable or unwilling to do this, you may still be able to use the Authenticator app with only the Push MFA and One-time Passcode features (see Ways to sign in using Microsoft Authenticator).

Passkey was created but I'm unable to use it

If you were able to register your passkey initially, but are now having trouble using it to log in, try these steps:

Confirm the passkey was successfully created

1. Visit aka.ms/mfasetup.
2. Sign in with your University account.
3. Verify that a passkey appears in your list of registered sign-in methods.

If no passkey appears, repeat the registration process outlined at How do I get started with Microsoft MFA?.

Verify device requirements

Passkeys rely on security features built into your device. Ensure:

• Your device has a PIN, fingerprint, facial recognition, or other supported screen-lock method configured.
• Your operating system is fully updated.
• Your browser is up to date.
• Bluetooth is enabled on both devices, if using a passkey stored on another device.

Confirm you are signed in to your password manager

Many passkey issues occur because you are not signed in to the account that stores and synchronizes passkeys.

Examples include:

• Google Account for Google Password Manager
• Apple ID for Apple Passwords
• Microsoft Account for Microsoft Password Manager
• Bitwarden account
• 1Password account

Check synchronization status

If a passkey works on one device but not another, the most likely cause is that synchronization has not completed successfully.

Review the synchronization guidance for your password manager and allow time for changes to propagate across devices. Find platform-specific instructions in the respective section below.

Common issues

The passkey is available on one device but not another

Google Password Manager requires synchronization through your Google account.

Verify:

• You are signed in to the same Google account on all devices.
• Chrome Sync is enabled.
• Password synchronization is turned on.

Chrome does not offer my passkey

Try the following:

1. Confirm the passkey exists in Google Password Manager at chrome://password-manager/passwords.
2. Sign out and back into Chrome.
3. Restart Chrome.
4. Verify that you are using the Chrome profile associated with the correct Google account.

I accidentally created multiple passkeys

This is generally not a problem. Microsoft supports multiple registered passkeys. You may remove unused passkeys from:

• Google Password Manager
• The Microsoft Security Info page at aka.ms/mfasetup

Further Assistance:

• Get your bookmarks, passwords, and more on all your devices
• Manage passkeys in Chrome

Common issues

The passkey does not appear on my Mac, iPhone, or iPad

Most synchronization issues are caused by iCloud Keychain not being enabled.

Verify:

• You are signed in to the same Apple ID on all devices.
• iCloud Keychain is enabled.
• Password synchronization is enabled.

Safari does not suggest my passkey

Try:

1. Confirm the passkey exists in the Passwords app.
2. Verify iCloud Keychain is enabled.
3. Restart Safari.
4. Ensure you are using the correct Apple ID.

The passkey works on my iPhone but not on a Windows computer

This is expected if the passkey is only stored within Apple's ecosystem.

To sign in on another device, we recommend creating another passkey on your Windows computer. As a workaround, use the following steps to sign in with your passkey from your iPhone:

1. Select Use a phone, tablet or security key during sign-in.
2. Scan the displayed QR code with your iPhone.
3. Complete verification using Face ID, Touch ID, or your device passcode.

Further Assistance:

• Set up iCloud Keychain
• Use the Passwords app to create, manage, and share passwords and passkeys

Common issues

My passkey is not available on another device

Microsoft Password Manager synchronizes through your Microsoft account.

Verify:

• You are signed in to the same Microsoft account.
• Synchronization is enabled.
• Microsoft Edge is updated to the latest version.

Edge does not prompt me to use my passkey

Try:

1. Confirm the passkey exists in Microsoft Password Manager.
2. Verify you are signed in to Edge with the correct Microsoft account.
3. Restart Edge.
4. Try signing out and back in.

Windows Hello appears instead of my synchronized passkey

Windows may prioritize a device-bound passkey stored in Windows Hello.

This behavior is normal. You can typically select Other ways to sign in or choose a different passkey provider if desired.

Further Assistance:

• Microsoft Edge introduces passkey saving and syncing with Microsoft Password Manager

Common issues

Bitwarden does not offer to save the passkey

Verify:

• The Bitwarden browser extension is installed.
• The extension is unlocked.
• Passkey support is enabled.
• The extension has permission to handle passkey requests.

My passkey disappeared after reinstalling the browser

Check whether:

• The Bitwarden vault successfully synchronized before the browser was removed.
• You have logged back into the correct Bitwarden account.
• Vault synchronization completed after reinstalling.

Multiple Bitwarden accounts are available

Ensure you are signed into the account that originally stored the passkey. Users with personal and organizational Bitwarden accounts occasionally register a passkey in the wrong vault.

Further Assistance:

• Autofill Passkeys
• How to create and store passkeys in Bitwarden

Common issues

1Password does not offer my saved passkey

Verify:

• The 1Password browser extension is installed.
• The extension is unlocked.
• Browser integration is enabled.
• The passkey exists in your vault.

My passkey is available on one device but not another

Check that:

• Both devices are signed into the same 1Password account.
• Synchronization has completed successfully.
• The item containing the passkey is present in the vault on both devices.

I recently changed vault permissions

If a passkey was stored in a shared vault, access changes may affect availability. Verify that you still have access to the vault containing the passkey.

Further Assistance:

• Save and sign in with passkeys in your browser

Deleting and Recreating Passkeys

Consider deleting and recreating a passkey when:

• Synchronization repeatedly fails.
• The passkey no longer appears in the password manager.
• Sign-in consistently fails despite the passkey being present.
• You previously registered the passkey in the wrong password manager account.

To recreate a passkey:

1. Visit aka.ms/mfasetup.
2. Remove the affected passkey.
3. Select Add sign-in method.
4. Create a new passkey in your preferred password manager.
5. Test sign-in immediately after enrollment.

Final Self-support Steps

If you continue to experience issues:

• Verify that you can sign in using another registered MFA method.
• Review the password manager's official passkey documentation.
• Confirm that your password manager and operating system are fully updated.

Reach out to IT Support

Finally, if none of the above is able to resolve the problem you are encountering, please reach out to IT support, providing the below information.

• Record any error messages you receive.
• Note the password manager, browser, and operating system being used.

• Faculty and Staff:
  • Reach out to your local IT support.
• Students:
  • Contact the Technology Solutions Service Desk or visit the in-person Technical Helpdesk for assistance.