To register a passkey, your device and account settings must be configured appropriately.
If you are unable to register a passkey, there may be several possible causes. Below, we explain the main causes and how to resolve each one.
① The passkey storage location is not enabled
Passkeys are saved on your device, in a cloud account (such as iCloud or a Google Account), or in a password management app (password manager).
If these storage locations are not enabled, you will be unable to register a passkey.
▶︎What to do
- Check your device settings to make sure that a passkey storage location is enabled.
【If you are using an iPhone】
- Check whether Apple's Passwords app is installed. (See the image below for the app icon.)
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Check whether iCloud Keychain sync is enabled.
Go to “Settings” > “Apple Account” > “iCloud” > “Passwords” and check that “Sync This iPhone” is enabled.
※If you use another storage location (such as a password management app), you may be able to register a passkey even if iCloud Keychain is disabled.
※About iCloud Keychain
iCloud Keychain is a feature that securely stores authentication information such as passwords and passkeys linked to your Apple Account and allows you to share it across multiple Apple devices signed in to the same account. When enabled, you may be able to use passkeys on other devices, such as an iPhone or Mac, that are signed in to the same Apple Account. Because this information is managed in the cloud, we recommend appropriately configuring your Apple Account security settings, such as password management and two-factor authentication.
② The device's user authentication feature is unavailable
Passkey authentication requires biometric authentication (such as fingerprint or facial recognition) or screen lock authentication (such as a PIN or pattern) to be configured on your device.
▶︎ What to do
- Check whether a screen lock such as a PIN, passcode, or pattern is enabled.
- Check whether Face ID, fingerprint authentication, or similar features are enabled.
- Check whether the sensors on your device are malfunctioning or damaged.
③ The cloud account security settings are insufficient
If you use a cloud account such as iCloud or a Google Account as the passkey storage location, the passkey may be unavailable if security settings such as two-factor authentication are disabled.
▶︎ What to do
- Check whether the security settings for your cloud account, such as two-factor authentication, are enabled.
④ The OS or browser is not supported
Passkeys can only be used with supported operating systems and browsers.
- iOS: 16 or later
- Android: 10 or later
- Windows: 10 or later
- macOS: 10.15 or later
▶︎ What to do
- Update your OS and browser to the latest versions.
Update Android System WebView to the latest version.
- If you are using a browser, use Google Chrome, our recommended browser.
⑤ You are using an OS that has not been officially released
Passkey registration may not work properly on beta or developer versions of an OS.
▶︎ What to do
- Use an officially released version of the OS.
⑥ “Unsupported QR code” is displayed on an Android device
When adding a passkey to another device that does not have a passkey set up, scanning the QR code with an Android device may display “Unsupported QR code.”
▶︎ What to do
- Use Google Lens to scan the QR code instead of the standard camera app on your device.
- Make sure that Bluetooth is turned on both on the device displaying the QR code and on the Android device scanning it.
■If the issue persists
If the issue persists after checking the above, please contact us here.