topic Re: Passkey in Security

Passkey

JoRo1948 — Tue, 26 Aug 2025 20:26:16 GMT

I am completely bemused by the method used to create a passkey. I followed the instructions, obtained a text message with a one-time code, which I used, and was told to create a passkey. When I clicked on the web page which followed, the passkey was created and the web page changed. When I log on, I am confronted by a demand for my passkey, which I click on, and I gain entry. I have no idea what the passkey is!

I attempted to manage the passkey only to be told one has already been created. If I click on "continue" I get an error page.

Is this how it is supposed to work? Should I delete the current passkey (if this is possible) and start all over again?

Re: Passkey

Leanne_T — Wed, 27 Aug 2025 08:14:43 GMT

Morning @JoRo1948

Thanks for coming back to the community.

Our Passkeys for EE ID page has details on setting up a Passkey and how to remove this to set up again.

If you have any problems, please give us a call on 150 and the team will be happy to help get this sorted for you.

Leanne.

Re: Passkey

JoRo1948 — Thu, 28 Aug 2025 10:34:12 GMT

Thank you for your response. I have done as you advised and removed and then added a passkey.

The fundamental problem is that I didn't understand the nature of the passkey and was expecting something completely different. Anyway, I have now rectified that and all appears to be working well. Thank you.

Re: Passkey

Leanne_T — Thu, 28 Aug 2025 11:45:45 GMT

Hi @JoRo1948

Thanks for coming back to me.

Glad everything is working well for you now and appreciate you letting me know 🙂

Leanne.

Re: Passkey

Cliff_G — Wed, 11 Mar 2026 15:18:48 GMT

I am new to EE and tried to set up a passkey for my laptop. All I get after "Set up passkey" is another demand to log in, yet another Captcha and yet another 6 digit 2FA code to my phone. This is an endless loop. How is it supposed to work?

Re: Passkey

Peter_W — Wed, 11 Mar 2026 18:51:38 GMT

Welcome to the Community, @Cliff_G.

You'll need to receive a one time PIN again before the passkey is set up; does this just loop back to the previous phase after this, or have you tried proceeding?

If you continue to struggle, I'd recommend trying a reset of your browser's cookies and cache, too.

Peter

Re: Passkey

Cliff_G — Thu, 12 Mar 2026 15:20:38 GMT

Thanks. Yes, went round in circles, several times. Will give the cache clear a go but currently low priority... At least this time login it didn't ask me to click the squares with cars/traffic lights/crosswalks