When logging in after setting up a passkey, you may be unable to log in with the passkey if messages such as “No passkeys available” or “No usable passkey found” are displayed.
In many cases, this is not a malfunction but is due to how passkeys are stored on a specific device or in the cloud to enhance security. Depending on your settings and usage environment, your passkey may not be displayed. Please check the following.
■ Common Causes and Solutions
① You are using a different device from the one on which the passkey was registered
If you specified the device on which the passkey was registered or the cloud associated with that device (such as iCloud or a Google Account) as the storage location, the passkey may not be displayed in the following situations:
- You are logging in on a different smartphone or PC
- You are using a device that has not been synchronized after changing devices
▶ Solution
- Try logging in on the device on which the passkey was registered
-
Check cloud synchronization (iCloud / Google) for the same account
Apple products (such as iPhone or Mac): Sign in to your device with the same Apple Account (formerly Apple ID) that you used when registering the passkey.
Google products (such as Android): Sign in to your device with the same Google Account (Google Password Manager) that you used when registering the passkey.
② You have selected a different app from the password manager app in which the passkey was registered
If you specified a password manager app (such as 1Password or Bitwarden) as the passkey storage location when registering the passkey, the passkey may not be displayed in the following situations:
- The password manager app is not on the device (it was deleted or uninstalled)
- The password manager app is disabled in the device settings
- You are not signed in to the password manager app
▶ Solution
- When logging in with a passkey, select the password manager app that you specified when registering the passkey
- Check whether the password manager app is enabled
- Reinstall and sign in to the password manager app that you specified when registering the passkey
③ Cloud synchronization is disabled
※For information about the risks of cloud synchronization of passkeys, please see here.
▶ Solution
- Apple products (such as iPhone or Mac): Check whether iCloud Keychain is enabled
- Google products (such as Android): Check the synchronization settings for Google Password Manager
- Password manager app: Check the synchronization settings for the password manager app you use (some apps may not support synchronization)
④ The browser or OS is different or unsupported
Passkeys can only be used with supported browsers and operating systems.
Additionally, the passkey may not be displayed if you use a different browser from the one used when registering it.
▶ Solution
- Log in using the same environment (device and browser) as when you registered the passkey
- Update your OS and browser to the latest versions
⑤ The device's user authentication features are unavailable
Passkey authentication requires biometric authentication on the device (such as fingerprint or facial recognition) or screen lock authentication (PIN or pattern).
- Biometric authentication or screen lock is not set up or is disabled
- The device sensor is malfunctioning or broken
▶ Solution
- Check whether Face ID / fingerprint authentication is enabled
- Check whether the device's screen lock settings (PIN or pattern) are enabled
⑥ You are using an unsupported environment
Our service recommends officially released OS versions and the latest version of Google Chrome.
If you are using a pre-release OS, such as a beta version, or a browser other than Google Chrome, the passkey may not be displayed.
▶ Solution
- Restore your device to an officially released OS version
- Use the latest version of Google Chrome as your browser
⑦ You cannot scan the QR code on an Android device
When scanning the QR code for passkey login on an Android device, the message “Unsupported QR code” may be displayed.
▶ Solution
- Use Google Lens to scan the QR code instead of the camera app that comes standard with your device
- Check that Bluetooth is turned on both on the device displaying the QR code and on the Android device scanning it
■ If You Cannot Log In
After setting up a passkey, logging in with a passkey is required to enhance security. (Passwords are disabled.)
Therefore, the following operations are unavailable:
- Password login
- Password reset
Additionally, passkeys can only be added, changed, or deleted after logging in.
■ Cases Where It Is Difficult to Recover Your Account Yourself
- You do not have the device on which the passkey was registered
- You cannot access the passkey storage location (iCloud / Google, etc.)
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