Why is my passkey no longer being accepted during login after previously working?

Device and Access Troubleshooting

Ensure your device is unlocked and biometrics are working:

  • Your device screen lock must be functional
  • Test your Face ID/Touch ID/fingerprint in other apps
  • If biometrics are not working, use your device PIN instead

Check Passkey Management:

  • Log in using an alternative 2FA method  (IB Key, Mobile Authenticator, Digital Security Card+, SMS)
  • Verify the passkey is still listed as active
  • If it's been removed, you will need to register it again

Try a different 2FA method:

  • If you have multiple 2FA methods registered, try using another one
  • This can help determine if the issue is with your passkey specifically

If the issue persists, please contact our Client Services for assistance.

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