Authentication Troubleshooting
Ensure you are completing the authentication:
- Do not cancel the biometric prompt or security key touch
- Complete the full authentication process
Check that you are using the correct device:
- If you registered a passkey on your iPhone, you need that iPhone (or another Apple device with the same iCloud account) to authenticate
- If you registered a hardware key, you need that specific key
Verify your biometrics are working:
- Test Face ID/Touch ID/fingerprint in other apps
- If biometrics fail, use your device PIN/passcode instead
Check your internet connection:
- Passkey authentication requires an active internet connection
- Switch between Wi-Fi and mobile data to see if that resolves the issue
Try a different 2FA method:
- If you have multiple 2FA methods registered, try using another one (IB Key, Mobile Authenticator, Digital Security Card+, SMS)
- This helps identify if the issue is with your passkey specifically
Check Passkey Management:
- Log in to Client Portal (using an alternative 2FA method
- Click Settings
- Select Security
- Select Security Login System (SLS)
- Select Passkey Management
- Verify the passkey is still active and has not been accidentally removed
If authentication continues to fail, contact our Client Services for assistance.