topic Re: Trying to create a passkey results in endless login + verify loop in EE app and website

Trying to create a passkey results in endless login + verify loop

crcrcr — Sat, 06 Jun 2026 15:54:27 GMT

Hey there,

I just joined EE for broadband a few days ago, and I like to use passkeys where available. Happy to see that EE does allow passkey logins, I want to set that up right away. However, I've been unable to do that successfully since the auth system creates an endless login + verify loop.

Repro steps:

visit the "Login & security" tab in the profile portal: https://ee.co.uk/exp/manageid/profile/login-information
Click the "set up passkeys" button
Observe navigated to a screen titled "Passkeys" and a message saying "you don't have any passkeys" with a big "Add passkey" button.
Click the "Add passkey" button
Observe "Verify your identity" page, a code is sent to my mobile
Enter the code sent to my mobile and click "Verify passcode"
Observe sent back to the "Login & security" tab with the "Set up passkeys" button
Click the "Set up passkeys" button
Observe navigated to the EE Login page
Enter my username and password and click the "Next" button
Observe navigated back to the same page as step 3
The cycle repeats from here

I've tested this on Firefox v150 and on the Android mobile app (v5.86.0), same cycle on both.

The flow seem borked, I've retested this on the 4th, the 5th (although I then realised there was an outage at the time) and again today the 6th. Cycle repeats on both desktop browser and mobile app.

Re: Trying to create a passkey results in endless login + verify loop

grew1 — Sat, 06 Jun 2026 17:28:58 GMT

I'm having exactly the same problems with my app but can log in to my account on my laptop. Just done the clear cache and reinstall and thats not worked - keep getting the verify my identity - with my phone number but there's no way to do that - the only option is to cancel

Re: Trying to create a passkey results in endless login + verify loop

Christopher_G — Fri, 12 Jun 2026 15:55:49 GMT

Hi @crcrcr and @grew1

Welcome to the community.

I've sent you both a private message. Could you take a look at your community inbox and get back to me please?

Thanks

Chris

Re: Trying to create a passkey results in endless login + verify loop

stub4 — Fri, 19 Jun 2026 09:30:35 GMT

Andy W

Hello I get the same problem on my Android phone it's OK on the pc, spent 2 hours with your help desk 2 days ago, this issue was first noted way back in Feburary when it was logged the Fault is on the EE system can you PLEASE HELP me. Andy Frustrated Customer

Re: Trying to create a passkey results in endless login + verify loop

Rach_H — Fri, 19 Jun 2026 14:47:04 GMT

Hi @stub4,

Welcome to the Community!

I've popped you through a Private Message, so we can get some further details about this.

Rach