Client portal
Trouble signing in with a passkey
Passkeys are tied to the specific device and browser (or password manager) they were created on. The most common issue is simply being on a different device than the one the passkey was registered on.
Steps
Work through these in order.
- 01
Check you’re on the original device or a synced one
Passkeys created in iCloud Keychain, Google Password Manager or a password manager like 1Password sync automatically across your own devices — but only if you’re signed into the same account on both.
- 02
Make sure your browser supports WebAuthn
All current versions of Chrome, Edge, Safari and Firefox support passkeys. If the sign-in prompt never appears at all, an outdated browser is the most likely cause — update and retry.
- 03
Check the browser or OS didn’t block the prompt
Some browsers require a permission grant the first time a site requests a passkey. Look for a blocked-popup or permission icon in the address bar.
- 04
Register a new passkey from a device you trust
If your original device is lost, unavailable, or the passkey was never synced, contact us to have a new one registered against your account — this can’t be self-served for security reasons.
Not resolved?
Get in touch directly.
If you’re locked out entirely, contact us directly rather than repeatedly retrying — we can verify your identity and issue a new passkey registration link.