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

[crcrcr]

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:

1. visit the "Login & security" tab in the profile portal: https://ee.co.uk/exp/manageid/profile/login-information
2. Click the "set up passkeys" button
3. Observe navigated to a screen titled "Passkeys" and a message saying "you don't have any passkeys" with a big "Add passkey" button.
4. Click the "Add passkey" button
5. Observe "Verify your identity" page, a code is sent to my mobile
6. Enter the code sent to my mobile and click "Verify passcode"
7. Observe sent back to the "Login & security" tab with the "Set up passkeys" button
8. Click the "Set up passkeys" button
9. Observe navigated to the EE Login page
10. Enter my username and password and click the "Next" button
11. Observe navigated back to the same page as step 3
12. 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.

[grew1]

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

[Christopher_G]

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

[stub4]

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

[Rach_H]

Hi @stub4,

Welcome to the Community!

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

Rach 

[irmuk]

Hello,

I've had this problem with the ee app for at least the last 3 updates. I just get sent around in the following loop:

Enter email address.

App then looks for a Passkey which doesn't seem to exist (I always logged in with my Fingerprint previously. Why that's been lost must be down to an app bug)

Requires me to login again so I re-provide my email.

Then it sends a 6 dugit code to my email. I enter the code.

 Next it sends another 6 digit code to my phone via SMS. Again, I enter the code.

Showss on screen that it's verifying my details but then goes back to the app login screen and the process goes around and around, never gaining access to my account.

Website works via Google Chrome beta but I'd prefer to use tha app.

Can someone let me know how to get in touch wiith the app developers / app support team so we can FINALLY get this FIXED?

Many Thanks.

[Debbie_G]

Hi @irmuk.

Thanks for coming to the community.

If you're able to log in through the website but are going around in a loop when trying to access the app, it would be worth getting in touch with our technical team. They can carry out some additional checks and, if needed, raise this to the relevant support team for further investigation.

Debbie

[kyakaze]

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Website works via Google Chrome beta but I'd prefer to use tha app.

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You said website work, but were you able to get into the  "manage services" page? I couldn't