topic Re: Passkey in EE app and website

Passkey

fiddlesticks01 — Mon, 22 Jun 2026 09:11:09 GMT

I thought setting up a passkey for EE account login with Chrome on my laptop would result in skipping the 2 factor authentication of needing to submit a code texted/emailed every time I login. It seems this isn't the case and after setting it up it asked for username,password,passkey and 2FA code?

So as it doesn't make things easier, it seems to add a fourth thing to enter every time?

I tried removing the passkey in my EE account settings but got this:

'You must have at least one passkey. Add a passkey for another device before removing this one'

Do i have to have a passkey as I didn't have one before setting one up today?

I have deleted the EE passkey in the Windows settings, but EE still thinks I have one setup. So now if I cancel the passkey login prompt and select verification codes instead, I have to enter a code from email AND a code from text - I was trying to make things simpler and it's now an additional step I have to go through.

I know I can get into my account much easier with the app, which I'll be doing where possible, but what's the fix for this situation on windows? Thanks.

Re: Passkey

JimM11 — Mon, 22 Jun 2026 09:42:09 GMT

@fiddlesticks01 Re-do your windows passkey option again!

Re: Passkey

fiddlesticks01 — Mon, 22 Jun 2026 11:48:32 GMT

In my EE settings it won't let me delete my current passkey nor create a new one.

I would like to delete it completely but EE say I can't (despite the fact that i didn't have one before today) - so now I have one apparently on my EE account but deleted from Windows.

What a mess. Has anyone been through this? Even if my passkey worked, I don't see the point of it in this scenario as it doesn't seem to be replacing the clunky SMS codes to login every time - I shouldn't need a passkey AND a 2FA SMS/EMAIL just to login to my account. And ideally things like 2FA should be OPTIONAL for this kind of low risk user account - this is far much more forced security than is needed just to get into my account - it works fine for the app as it's instant login via fingerprint but this multi-security windows login process (which i will need to use sometimes) is ridiculous.

Re: Passkey

JimM11 — Mon, 22 Jun 2026 14:22:26 GMT

@fiddlesticks01 Not sure when EE forced it out going to say a few months ago now, and had to setup passkey's and it sometimes also randomly switches to request 2FA and mobile phone text prompt.

I did and followed all the EE from this help link.

Passkeys for EE login | Profile Help | EE

Re: Passkey

fiddlesticks01 — Mon, 22 Jun 2026 14:58:27 GMT

Thanks - I was looking at that page this morning and it says you can just remove the passkey which I cant, and I had very little hope that phone support would have much of a clue about anything technical and I was correct unfortunately.

So with the (broken) passkey setup, I'm being prompted to authenticate with an email code AND an SMS code every login?

On the 2FA settings in the EE account it says 'Verification passcodes will be sent to this contact if we’re not sure it’s you who’s logging in.' and shows my mobile number - no mantion of ALSO having to get a code via email as well.

I've never seen any other login, even financial sites requiring two separate codes - it's ridiculously over the top just to see my account info.

Re: Passkey

JimM11 — Mon, 22 Jun 2026 15:09:03 GMT

@fiddlesticks01 All i can say is the call to EE CS was about as good as a chocolate teapot sitting in front off the chocolate fireguard, and sorting it all out was 100% down to me, i even posted on the Forum advising those watching to keep away from anything Passkey at all. Link below and it just never improved at all after this point. Was finishing off finding the post.

passcodes - The EE Community

Re: Passkey

fiddlesticks01 — Mon, 22 Jun 2026 15:07:37 GMT

Cheers, given deleting the passkey doesn't seem like an option I did login with Firefox, setup a new Windows passkey there, then it allowed me to delete the old Chrome one. Chrome login didn't work, cleared cookies, and now it's a case of Username+Passkey+SMS code. Still over the top IMO.

Re: Passkey

JimM11 — Mon, 22 Jun 2026 15:11:44 GMT

@fiddlesticks01 Have got it down to mostly passkey, and occasionally the sms throws it's hat in the ring, then i got to go find the phone depending on were that sucker is as sure not attached to my ear, too old for that sugar.