Passkey Troubleshooting

When passkey sign-in does not work, this order resolves nearly everything.

Check these in order

1. Is the site being used over HTTPS? Passkeys will not work otherwise. This is the most common cause on a test installation.
2. Is the address the same one the passkey was created on? A passkey created on app.example.com will not work on example.com. If users reach your site by more than one address, standardise on one.
3. Has the Relying-Party ID been changed? If so, all existing passkeys are invalid and must be created again. Check the Activity Log for a change to that setting.
4. Is the account an ActiveManage account? Passkeys do not apply to Active Directory or external identity sign-ins.
5. Is the feature switched on?
6. Is the browser reasonably current? Passkeys are well supported, but very old browsers are not.

"It worked on my laptop but not my phone"

The passkey was created somewhere that does not sync — commonly a browser-specific store rather than the device's own keychain. The user should register a second passkey on the other device.

Users are not being prompted to create one

Check the prompt setting. Note also that users who already have a passkey are never prompted, and that with "just once" selected each user is only ever asked a single time.