Fixing Passkey Login Issues
Problem
You cannot log in to Salesforce with a passkey, you are repeatedly prompted to set one up, or you cannot find the option to register one. This can also happen when you log in from a second device or after a passkey stops working.
Possible Causes
A passkey has not been registered on the device or browser you are using.
You are logging in from a different device than the one where your passkey was registered.
Lightning Login is enabled on your user record and is conflicting with your passkey.
An active Temporary Verification Code is preventing you from registering a new passkey.
Your passkey needs to be reset.
Solution
Choose the section below that matches your situation.
Register a passkey on your computer
You must complete these steps while logged in on your own device. An admin cannot register a passkey on your behalf.
Log in to Salesforce.
Click your Profile Icon in the top-right corner and select Settings.
In the left-hand menu, click Advanced User Details.
Scroll down to the Passkey section and click Add.
Follow your computer’s prompts to register a fingerprint, Windows Hello, or device PIN.
Register a passkey on your phone
Log in to Salesforce from your phone’s mobile browser or the Salesforce mobile app.
Tap your Profile Icon in the top-right corner and select Settings.
In the search box, type Advanced User Details and select it.
Scroll down to Passkey and tap Register or Add.
Follow the prompts to register Face ID, a fingerprint, or your device PIN.
Note: Salesforce administrators cannot use standard authenticator apps such as Google Authenticator. Register a passkey directly on your device instead.
Log in on a second device
Option 1: Register your second device (recommended)
Log in to Salesforce on your first device.
Click your Profile Icon and select Settings.
Click Advanced User Details.
Under Passkey, click Add or Register.
Follow the prompts to register your second device.
Option 2: Log in with a QR code
On your second device, go to the Salesforce login screen.
Select Use a phone or tablet or Use a different device. A QR code appears on screen.
On your first device, scan the QR code with your camera.
Authenticate on your first device to complete the login.
Note: Bluetooth must be turned on for both devices for QR code login to work.
Disconnect Lightning Login
If you already use a passkey and Lightning Login is also enabled, the two can conflict and cause login errors. Your passkey is already your verification method, so you can disconnect Lightning Login.
In Salesforce, go to Setup.
Click Users, then click your name.
Find the Lightning Login field and click Cancel.
Log in again using your passkey to confirm the issue is resolved.
Note: If you do not have access to Setup, ask your Salesforce admin to complete these steps for you.
Provide temporary access without a passkey (Salesforce admins)
Admins can generate a Temporary Verification Code to give a user one-time access while their passkey issue is resolved.
To generate a code:
In Salesforce, go to Setup.
Search for and open Identity Verification History.
Find the user and click Generate next to their name.
Share the code directly with the user.
Warning: The Temporary Verification Code must be expired before the user can register a new passkey. While the code is active, the passkey registration option will not appear.
To expire the code:
In Setup, open Identity Verification History.
Find the user’s active code.
Click Expire.
The user can now register a new passkey.
Reset a passkey
If your passkey no longer works and needs a full reset, follow the steps in this video: How to Reset a Passkey.
How to Prevent This
If you are prompted to register for Lightning Login, select Never show this message again and continue logging in with your passkey.
Still Not Working?
Email support: support@leftmainrei.com
Include a description of the issue, the device and browser you are using, and a Loom video if possible.