Troubleshooting Guide for Passkeys (FIDO2)

Confirm that your browser supports WebAuthn (current versions of Chrome, Edge, or Safari). Avoid using an in-app browser, such as a social media app's built-in browser, because it may block passkey prompts.

Verify that the site is served over HTTPS. Passkeys can't be registered on plain HTTP or mismatched domains.

Make sure your operating system's passkey manager (Windows Hello, iCloud Keychain, Google Password Manager, or a third-party passkey manager) is enabled and that you're signed in.

Try signing in using a private or incognito window. This helps determine whether a browser extension is preventing the WebAuthn API from working.

If sign-in succeeds in a private or incognito window, a browser extension is likely causing the issue. To identify the extension:

• Open your browser's extensions page:

• Chrome: chrome://extensions

• Microsoft Edge: edge://extensions

• Turn off all extensions.

• Retry signing in using a normal browser window.

• If sign-in succeeds, turn on one extension at a time, retrying after each one, until the issue returns.

• Disable or remove the extension causing the issue.

   

If you're using a hardware security key, clear the site's permissions for USB devices or security keys, and then try again.

Browsers such as Chrome and Microsoft Edge store site-specific permissions for hardware access. These permissions include:

• USB devices – Allows a website to communicate with USB-connected hardware, including many security keys.

• Security keys (or Hardware security keys) – Allows a website to use FIDO2/WebAuthn security keys for authentication.

   

If either permission was previously blocked or denied, clearing the permission and retrying the sign-in may resolve the issue.

For hardware security keys (USB, NFC, or Bluetooth), reconnect the USB key, verify that NFC is enabled, or pair the Bluetooth key again.

For platform authenticators (such as fingerprint or Face ID), verify that biometrics are enrolled in your operating system settings.

Make sure your mobile device is running the latest version of its operating system. Older operating systems may have incomplete or unreliable FIDO2 support.

If you're using a QR code for cross-device sign-in, make sure Bluetooth is enabled on both devices and that your network doesn't block the connection.

Too many failed attempts can temporarily lock the platform authenticator. Wait a few minutes, then check your operating system's lockout settings.

Re-enroll your fingerprint or face if your biometric data has changed or if the sensor isn't recognizing it.

If you're using a security key with a PIN, verify that Caps Lock is off and that the PIN hasn't been reset. If necessary, register the key again.

Restart your browser and try again.

Clear your browser's cookies and cache, and then try again. A stale session token can prevent sign-in from completing even after successful passkey verification.

Check for pop-up or redirect blockers that might interfere with the final redirect back to the application.

Verify that your system clock and time zone are set correctly. Significant clock drift can prevent token validation.

If the issue persists, contact your administrator or support team and provide the exact error message and the time the issue occurred.