Troubleshooting · Signing in
My passkey does not appear or does not work
Symptom
- The system offers no passkey when you choose «Sign in with a passkey (this device)».
- You see «This browser does not support passkeys.»
- You see «The operation was canceled or timed out. Try again.»
Causes and fixes
| Cause | What to do |
|---|---|
| The passkey was created at another address (for example before the organization moved to a custom domain) | Sign in at the old address, or create a passkey at the current one |
| The passkey is on another device | Use that device, or the system option to use a nearby phone (QR code) |
| Old browser or restricted mode | Update the browser; avoid private windows of browsers that do not keep passkeys |
| You closed the system prompt or took too long | Repeat and confirm in time |
| USB security key not recognised | Plug it in before choosing the option and touch it when it blinks |
| The passkey was deleted on the device or removed from the account | Sign in with another method and create a new one |
| Company policy blocks passkeys in the browser | Talk to your helpdesk |
How do I check which passkeys I have?
After signing in another way, open «Protect» › «Trusted devices»: the list shows your account's passkeys. See Manage your passkeys.
When to escalate
If you have no way to sign in, use your recovery codes or ask your helpdesk for a recovery. Never share codes or passwords with anyone who contacts you.
Error codes in this article
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