This guide answers the most common passkey questions. It covers setup, login, device management, and edge cases - so whether you’re setting up your first passkey or troubleshooting an issue, you’ll find a clear, quick answer here.
For a general introduction to what passkeys are and why we’ve introduced them, see What is a Passkey?
On this page:
- I’m being asked to log in with a passkey - how does it work?
- I accidentally cancelled the passkey prompt. Am I locked out?
- My fingerprint or face scan isn’t working.
- I use 2FA. Will passkey replace it?
- I can log in on desktop but not on my phone (or vice versa).
- My password manager stopped autofilling my login.
- I share a device with a family member and logging in opens the wrong account.
- Where do I see all my passkeys?
- How do I rename a passkey?
- How do I delete a passkey?
- I lost my device. What happens to my passkey?
- Can I have passkeys on multiple devices at the same time?
- I use a password manager like Dashlane or 1Password - anything I should know?
- I keep getting a ‘no matching passkeys’ error.
Jump straight to Quick Reference - Common Symptoms & Fixes
1. Setting Up Your Passkey
There are three common reasons the passkey option may not appear:
Your account hasn’t been enabled for passkeys yet. Passkeys are being rolled out in stages - if you haven’t received an invitation or do not see a prompt to set up a passkey, there’s no action needed; you’ll be notified once we enable passkeys across the board.
Your app is out of date. Passkeys require a minimum app version (see Minimum Supported EasyEquities App Versions below). If your app is older, you’ll be prompted to ‘Update your App’ instead.
Your device or browser isn’t compatible. Passkeys work on iOS 16+, Android 9+, and Windows 10+ with an up-to-date browser (Chrome, Safari, Edge, or Firefox). In-app browsers (e.g. inside Gmail or WhatsApp) won’t work - you’ll need to open your normal browser instead. Using Brave? Passkey setup currently doesn’t work there if your device doesn’t have biometrics enabled - switch to Chrome, Safari, or Firefox to add your passkey instead.
If none of the above apply and the option is still missing, contact our support team by submitting a ticket (Access your account → I can’t access my account → 2FA/Passkey problem).
Related: Minimum app version needed · Using an outdated app version · Set up blocked on a work device
Log into your EasyEquities account as you normally do, then follow the ‘Set up a passkey’ prompt that appears after login. If you miss it, go to your EasyEquities Profile Settings → Security → Passkeys and tap ‘Add New’ and confirm your current password. Your device will guide you through confirming with your fingerprint, face, or PIN - the whole process takes under a minute.
The prompt appears inline after login (not on a separate registration page). You can skip it if you’re not ready - it will reappear after 14 days.
Related: Skipped the setup prompt · Where do I see all my passkeys? · Do I need a passkey for each device?
No problem. When you tap ‘Skip’ or ‘Maybe Later’, the prompt is hidden for 14 days to avoid being intrusive. It will reappear automatically on your next login after those 14 days are up. You can also set up a passkey at any time by going to your EasyEquities Profile Settings → Security → Passkey and tapping ‘Add New’ and confirming your current password.
Related: How do I set up or add a passkey? · Do I need a passkey for each device? · Quick Reference table
Yes - each device stores its own passkey. You can register as many as you like (phone, tablet, laptop) so you’re covered wherever you log in. To add a passkey on a new device, log in as normal on that device and follow the setup prompt, or go to your EasyEquities Profile Settings → Security → Passkey → ‘Add New’.
Note: If you use a password manager such as Google Password Manager (Android) or iCloud Keychain (iOS/Mac), your passkey may sync automatically across your devices. In that case, you might be prompted to use a passkey on a device you haven't explicitly registered one on through EasyEquities - this is expected behaviour.
Tip: As soon as you add a new passkey, give it a clear, recognisable name - something like “Work Laptop”, “Personal Phone”, or “Home Desktop”. Do this in both places: in EasyEquities (Profile Settings → Security → Passkey → rename) and in your device’s password manager (iCloud Keychain, Google Password Manager, or Windows Hello). That way, if you ever need to remove a specific passkey, you’ll know exactly which one to delete.
Related: Log in on desktop but not phone (or vice versa) · Passkeys on multiple devices at once · Using Dashlane or 1Password
Many company laptops lock down features like Windows Hello or built-in browser password managers, since IT teams manage those settings centrally. If you see an error saying your device’s password manager is ‘off’ and can’t switch it back on, that’s usually an organisational policy - not something EasyEquities, or you, can override.
Easiest fix: set up your passkey on a personal device instead - phone, tablet, or personal laptop. Once it’s saved to your password manager there, you’ll be covered wherever you log in from.
Related: Can’t see the option to set up a passkey · Using Dashlane or 1Password · Quick Reference table
2. Logging In with a Passkey
After entering your username and clicking ‘Next’, the system checks whether you have a passkey registered on that device. If you do, a passkey login prompt appears - just confirm with your fingerprint, face, or device PIN and you’re in. No password required.
Related: How do I set up or add a passkey? · Will passkey replace my 2FA? · Quick Reference table
Not at all. If you cancel or dismiss the passkey prompt, your next login attempt will show the passkey prompt again automatically. (During the current transition period, a ‘Login with Password’ fallback is also available if needed.)
Related: How passkey login works · Password manager stopped autofilling · Quick Reference table
Passkeys don’t necessarily require biometrics - your device PIN or screen lock works just as well. When the passkey prompt appears, choose PIN or screen lock as your confirmation method. If biometrics genuinely aren’t working, check your device’s own settings (Face ID / fingerprint setup), as that’s managed by your phone or computer, not EasyEquities.
Related: Not comfortable using biometrics · Can’t see the option to set up a passkey · Quick Reference table
Yes - once you've set up a passkey, it replaces the biometric (2FA) step you previously completed at login. This is because a passkey is inherently two-factor by design: it requires both your physical device and your biometric or PIN to work. It's also phishing-resistant (it won't work on fake sites) and the private key never leaves your device, so there's nothing to steal from a server breach. In practice, you get the same level of security - or better - without a separate 2FA prompt.
Related: Passkeys vs. password + 2FA · How passkey login works · Can passkeys be phished?
Passkeys are device-specific by default - a passkey registered on your desktop won't automatically work on your phone unless you use a password manager. If you use Google Password Manager (Android) or iCloud Keychain (iOS/Mac), your passkey may sync automatically and you might be prompted to use it on a device where you haven't explicitly set one up - that's expected.
If you're not using a password manager, or the sync hasn't kicked in, simply set up a passkey on the second device: log in as you normally would, follow the setup prompt, or go to your EasyEquities Profile Settings → Security → Passkey → 'Add New' and confirm your password.
Related: Do I need a passkey for each device? · Passkeys on multiple devices at once · Using Dashlane or 1Password
This one’s on us, not you. While passkeys roll out, we’re hiding the password field until we know which login method you need - and that trips up some password managers’ autofill. For now, enter your username and password manually if you haven’t set up a passkey yet. We’re working on a smoother fix.
Related: Using Dashlane or 1Password · Set up blocked on a work device · Quick Reference table
3. Managing Your Passkeys
Go to your EasyEquities profile Settings → Security → Passkey. You’ll see a list of every passkey registered to your account, along with the device name and the date it was created. From here you can rename, add, or delete any passkey.
Related: How do I rename a passkey? · How do I delete a passkey? · Do I need a passkey for each device?
In your EasyEquities Profile Settings → Security → Passkey, tap the rename/edit action next to the passkey you want to update, type the new name, and confirm. The list updates immediately. This works on both desktop and mobile.
Related: How do I delete a passkey? · Where do I see all my passkeys? · ‘No matching passkeys’ error
To delete a passkey: In your EasyEquities Profile Settings → Security → Passkey, tap ‘Delete’ next to the passkey you want to remove. Confirm your current password when prompted. The passkey is immediately removed from your account. Then go to your device’s keychain or password manager settings and delete the matching entry there too.
Before you delete: two important steps
1. Rename your passkeys first. If you have more than one passkey registered for EasyEquities, it’s easy to accidentally delete the wrong one. Before you remove anything, go into your device’s passkey manager (iCloud Keychain, Google Password Manager, or Windows Hello) and make sure each passkey is named clearly so you know which is which.
2. Delete from your device too - not just from EasyEquities. When you delete a passkey in EasyEquities, it's removed from your account, but it may still exist on your device. If your device still has the old passkey saved, it will automatically offer it the next time you log in - and that will fail. To avoid a confusing login experience, always delete the passkey from your device’s password/keychain settings as well.
Related: I lost my device · ‘No matching passkeys’ error · How do I rename a passkey?
Your passkey on the lost device can no longer be used to log in - but your account is still safe. Log in to EasyEquities from another device using your password, then go to your Profile Settings → Security → Passkey and delete the passkey linked to the lost device. Set up a new passkey on your replacement device once you have it.
Related: How do I delete a passkey? · Someone steals my phone · Where do I see all my passkeys?
Yes - and we recommend it. You can add as many passkeys as you like. For example, register one on your phone and another on your laptop so you’re never locked out if one device isn’t available. Each appears as a separate entry in your passkey list, with its own name and date.
Related: Do I need a passkey for each device? · Log in on desktop but not phone · Using Dashlane or 1Password
Third-party password managers can absolutely store your EasyEquities passkey. One thing worth knowing upfront: some of them (Dashlane included) will still ask for their own master password before handing over the passkey - so you may see a prompt, just not from us. It’s still faster and safer than typing your EasyEquities password every time, just not always a single tap.
Tip: check your password manager’s own settings for ‘biometric unlock’ or ‘quick unlock’ - most support skipping the master password once your device biometrics are verified.
Related: Set up blocked on a work device · Password manager stopped autofilling · ‘No matching passkeys’ error
This usually means you’ve got more than one EasyEquities passkey saved in your device’s password manager, and it’s struggling to work out which one to offer. We don’t control this error message - it’s built into your device’s operating system, not our platform.
Fix: open your password manager (iCloud Keychain, Google Password Manager, or Windows Hello), delete every EasyEquities passkey you find there, then go to Profile Settings → Security → Passkey and set up a fresh one. Give it a clear name (e.g. “Personal Phone”) so it’s easy to tell apart if you ever add more.
Related: How do I delete a passkey? · Logging in opens the wrong account · Quick Reference table
4. Mobile App & Version Issues
This prompt appears every session when your installed app version is below the minimum required for passkey support. Tapping ‘Maybe Later’ dismisses it for that session, but it will return each time you open the app until you update.
To make the prompt go away permanently, update the app via the App Store (iOS) or Play Store (Android). Once you’re on a supported version, the prompt won’t appear again, and you’ll gain access to all passkey features.
Related: Minimum app version needed · Using an outdated app version · Can’t see the option to set up a passkey
| App | Platform | Minimum Version |
|---|---|---|
| EasyEquities | iOS | 3.0.38 |
| EasyEquities | Android | 3.0.31 |
Related: ‘Update your App’ prompt · Using an outdated app version · Can’t see the option to set up a passkey
Yes. An outdated app version simply means passkey features are unavailable - all other app functionality (portfolio, trading, deposits, withdrawals) works as normal. Only the passkey login option and passkey management section are unavailable until you update.
Related: ‘Update your App’ prompt · Minimum app version needed · Passkey features greyed out
If you’re on a supported app version but passkey options are still hidden or greyed out, your account most likely hasn’t been enabled for passkeys yet (see Section 1). Update your app first, then check again after your next login. If the issue persists, contact our support team by submitting a ticket (Access your account → I can’t access my account → 2FA/Passkey problem).
Related: Can’t see the option to set up a passkey · Using an outdated app version · Quick Reference table
5. Security & Privacy
No. Your biometric data (fingerprint or face) never leaves your device. When you authenticate with a passkey, your device sends EasyEquities a secure cryptographic confirmation - essentially a ‘yes, it’s them’ signal - but none of your biometric information is included. EasyEquities stores only a public key, which is useless without the private key that lives on your device.
Related: Can passkeys be phished? · Someone steals my phone · Not comfortable using biometrics
They won’t be able to. Using your passkey requires unlocking your device first - with your fingerprint, face, or PIN. Without that, the passkey simply can’t be used. If your device is stolen and you’re concerned, log in to EasyEquities via another device using your password, go to your EasyEquities Profile Settings → Security → Passkey, and delete the passkey linked to the stolen device.
Related: I lost my device · Does EasyEquities store my biometrics? · How do I delete a passkey?
No - this is one of the key advantages of passkeys over passwords. The private key is stored only on your device and is never transmitted to EasyEquities’ servers. EasyEquities stores only the public key, which can’t be used to log in on its own. There’s nothing on the server side for an attacker to steal and use.
Passkeys are also domain-bound: a passkey created for EasyEquities won’t work on a fake or lookalike website, so phishing attacks that trick users into entering credentials on fake pages simply don’t work with passkeys.
Related: Does EasyEquities store my biometrics? · Passkeys vs. password + 2FA · Will passkey replace my 2FA?
No. You can always use your device PIN or screen lock instead of a fingerprint or face scan - passkeys work with any of these.
Related: Fingerprint or face scan isn’t working · Does EasyEquities store my biometrics? · Passkeys vs. password + 2FA
Yes, in most practical ways. Passkeys are phishing-resistant by design (they won’t work on fake sites), can’t be guessed or stolen in a data breach, and require physical access to your device plus your biometric or PIN. That said, keeping 2FA enabled on your account adds another layer and is still recommended - the two work well together.
Related: Will passkey replace my 2FA? · Can passkeys be phished? · Does EasyEquities store my biometrics?
Quick Reference - Common Symptoms & Fixes
If something isn’t working, match your symptom below to the right fix:
| Symptom | Most Likely Cause | Fix |
|---|---|---|
| No passkey option at login or setup | Account not yet enabled for passkeys | Wait for rollout invitation; check your email |
| No passkey option - on mobile | Outdated app version | Update app via App Store / Google Play |
| ‘Update your App’ prompt every session | App below minimum passkey version | Update the app |
| Setup prompt disappeared after skipping | 14-day suppression window active | Wait 14 days, or add manually via Security → Passkey |
| Cancelled passkey prompt by mistake | Accidentally dismissed | Prompt reappears on next login (password fallback available during transition) |
| Passkey works on phone but not laptop | Passkey not registered on that device, and no password manager syncing | Log in via password, then add a passkey on that device |
| Lost or stolen device | Passkey on that device is at risk | Log in via another device, delete the old passkey, register a new one |
| Biometrics failing during passkey auth | Device biometrics misconfigured | Use PIN instead; check device settings |
| Passkey section hidden / greyed out (mobile) | Account not yet enabled | Contact support |
| Prompted for a deleted passkey on login | Passkey still saved on device after deleting from EasyEquities | Delete from your device’s keychain/password manager too |
| Password manager stopped autofilling login | Password field hidden during passkey rollout | Enter credentials manually for now - fix in progress |
| Can’t enable password manager on a work/company device | Organisation IT policy blocking device password manager | Set up your passkey on a personal device instead |
| Can’t register a passkey in Brave browser | Brave without device biometrics enabled isn’t supported for passkey setup | Use Chrome, Safari, or Firefox instead |
| Shared device opens the wrong account | Device biometrics default to the last password login on that device | Log in with username + password once to reset the default |
| ‘No matching passkeys’ error | Multiple stale EasyEquities passkeys saved in device’s password manager | Delete all EasyEquities passkeys from your password manager, then re-register |
Still stuck? Reach out to our support team by submitting a ticket (Access your account → I can’t access my account → 2FA/Passkey problem). For a full introduction to passkeys, see What is a Passkey?