Due to passkey entry, login is going to old Personal Microsoft account not new Business Account

Nicky Stancombe 0 Reputation points
2026-10-07T07:41:41.3+00:00

We need to remove the passkeys to ensure that the devices registered on the new Business Account are logging in not to the old Personal account. How do we get behind passkey to do this and where or what is the Authenticator App?

Microsoft 365 and Office | Subscription, account, billing | For business | Windows
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  1. Dora-T 1,300 Reputation points Independent Advisor
    2026-10-09T03:33:52.47+00:00

    Hi @Nicky Stancombe

    To better understand the issue, could you please provide the following details?

    • What type of device are you using (Windows PC, Mac, iPhone/iPad, or Android)?
    • Which Microsoft service or application are you trying to sign in to when this occurs (for example, Microsoft 365, Outlook, Edge, or another Microsoft service)?
    • Is this the first time you are signing in to the new Business Account, or have you already signed in to it successfully before?
    • Do you recall where you originally set up the passkey for the old Personal Microsoft account, such as on your Windows device, phone, Microsoft Authenticator, or another password manager?
    • Which email address do you enter, and when the passkey prompt appears, does it automatically sign you in to the old Personal account, or does it simply offer that account as an option?
    • Could you please provide a screenshot of the sign-in/passkey prompt you are seeing? Please remove or hide any personal information, passwords, security codes, or other sensitive details before sharing the screenshot.

    Regarding Microsoft Authenticator, it is Microsoft's mobile authentication app available for iPhone and Android devices. It can be used to approve sign-in requests, generate verification codes for multi-factor authentication (MFA), and support passwordless sign-in. In some scenarios, it can also be used to store passkeys.

    About Microsoft Authenticator | Microsoft Support

    However, passkeys may also be stored in other locations, such as Windows Hello, Apple iCloud Keychain, Google Password Manager, or another credential manager, depending on how they were originally set up.

    For more information about passkeys and how they can be managed, you may find the following Microsoft Support articles helpful:

    This information will help provide more accurate guidance for your scenario.

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  2. AI answer

    2026-10-07T07:41:57.18+00:00

    To stop the old passkey from being used, remove the old passkey from both the account and the device where it is stored.

    For a work or school account:

    1. Sign in to Security info at https://mysignins.microsoft.com/security-info.
    2. Find the passkey entry and select Remove.
    3. Also delete the local copy from the device or app where it was saved.

    If the passkey is stored in Microsoft Authenticator on Android:

    1. Open Microsoft Authenticator.
    2. Tap the account name.
    3. Tap Settings.
    4. Tap Delete passkey.

    Important:

    • Delete the old passkey only after a new valid passkey is working for the business account.
    • If the old passkey was saved in a synced credential manager such as Microsoft Password Manager, Google Password Manager, or Apple iCloud Keychain, it might not need to be recreated on the new device. Verify which account the passkey belongs to before removing anything.
    • If sign-in is using a passkey from another device, Bluetooth and internet must be enabled on both devices.

    If a passkey on the device no longer matches the account registration, it can become an orphaned passkey. In that case:

    1. Remove the orphaned passkey from the device or passkey provider.
    2. Re-register a new passkey after cleanup.

    About Authenticator App:

    • Microsoft Authenticator is the app that can store passkeys and authentication methods.
    • After restoring to a new phone, for work or school accounts, only the account name is restored. The account must be opened and signed in again to complete setup.
    • If the app shows "Sign in to add your account.", that is expected behavior for restored work or school accounts.

    If self-service passkey setup is blocked by organization policy, the approved recovery or registration process must come from the IT admin or help desk.

    References:

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

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