Passkey FAQ
1. Why can't I verify with my original device and Apple ID?
If you're asked to scan a QR code even when using your original device and Apple ID, it may be because your iOS version is outdated and doesn't support the passkey feature.
To resolve this, please update your iPhone to the latest version of iOS. Once updated, you'll be able to complete the verification process smoothly.
2. How do I log in if I've switched to a new iPhone?
If you've changed devices, you can still log in by scanning the QR code using a device that supports iOS 18 or above, or any other compatible device.
When setting up a new passkey, we recommend keeping your old device nearby. With Bluetooth enabled on both devices, scan the QR code from your old device to authorize and complete the setup.
3. I updated to iOS 18 but can't create a passkey. What should I do?
If you're unable to create or use a passkey after upgrading to iOS 18, it's possible that the built-in Passwords app on your Apple device was deleted or is not functioning properly.
To fix this:
Make sure your device is running iOS 18 or later
Reinstall the Passwords app from the App Store if it's missing
Once the app is installed, you can create a new passkey normally.
4. Why does it say "No passkey found" during verification?
This message usually means you're using a device that doesn't have a passkey saved. For example, if you originally created a passkey on an Android phone but are now using an iPhone, the system won't detect a stored passkey.
To continue, tap Use another device and scan the QR code with the device where your passkey was originally set up.
5. Does Android support fingerprint login?
Yes. When setting up a passkey on Android, you can choose to use common biometric methods such as fingerprint or face recognition for easier and more secure access.
6. What if I receive a message saying passkeys aren't supported in my region?
If you see a message stating that the Passkey feature is not supported in your region on this device, it may be due to an outdated app version.
To proceed:
Update your app to version 6.111.0 or above
Follow the on-screen instructions to reset or remove your passkey if needed
7. Is setting up a passkey required?
Passkey setup is optional but highly recommended. Using a passkey strengthens your account security and allows you to log in without needing a password.
8. I updated the app but can't verify my passkey. What should I do?
iOS users | Android users |
|---|---|
Passkeys are stored in your Apple ID's iCloud account. You can check this in the Passwords app to see if your passkey is saved. To use your passkey, make sure you're signed in with the same Apple ID you used to create it. This feature is available only on iOS 18 or above. | If your device doesn't support passkeys, update your app to version 6.111.0 or above. You'll then see an option in your Security Settings to delete the passkey manually if needed. |
9. What if I see a pop-up notification saying passkeys aren't supported in my region when logging in?
You can proceed by logging in with your password as usual.