Below is a list of things you can check if you're having trouble logging in with your passkey.
We'll start with some common issues, and then dive into some additional ones:
It's important to note that passkeys aren't "one size fits all"—they are very dependent on what type of device you're using, what operating system you have, and what browser you're on. The steps to troubleshoot issues with passkeys may vary based on what you're using. We have some unique guides for various devices and setups coming soon, but until then, please use the following as a starting point.
Common things to check first
Below are some of the most common reasons you might be having trouble with passkeys, and what to look for:
Make sure that your device and browser are up-to-date. Passkeys require that you have the latest versions of operating system and browser.
When you're setting up your passkey, be sure to follow all the prompts and create and save it immediately. If the process isn't completed, the passkey won't be created. It's best to do it all in one sitting!
When you create the passkey, give it a name that will be easily recognisable to you. This helps to identify it later if need be!
If you're trying to use a passkey on a new device (after initially setting it up in Cliniko) and it's not working, you will need to verify it from one of your other trusted devices that already has a passkey registered with Cliniko. Let's say you normally use an iPhone and have your passkey set up on that, but you've got a shiny new iPad and want to log into Cliniko on that, too. When trying to access account with a passkey for the first time on that iPad, you will need to also have your phone on hand to verify that it's actually you logging in.
If a passkey isn't working, you can try deleting it from the device's passkey settings and re-register it on Cliniko. Below are some guides for doing this on various devices and operating systems, but note that these may be subject to change (this list is based on instructions as of December 18th, 2024):
Delete a passkey from Apple iCloud Keychain: find the "Passwords" app on your Mac, iPhone, or iPad. Select "Passkeys", then select Cliniko from the list. On the next screen, press "Edit" and then "Delete".
Delete a passkey in Google the Chrome browser: on your computer, open Chrome. From the menu with 3 dots icon
⋮in the upper-right of your screen, select "Passwords and Autofill" and then "Google Password Manager". Select "Cliniko" from the list of accounts, and you will then be able to delete the passkey.Delete a passkey on an Android device: on your Android, open your device settings, and select "Passwords". You should be able to delete the passkey from there.
Delete a passkey from Windows Hello: in the "Settings" app on your Windows device, select "Accounts" → "Passkeys". Find the Cliniko passkey, press the 3 dots icon
⋮to the right, and press "Delete".Delete a passkey from 1Password: in 1Password, find the login item for the passkey, and select "Edit". Then press "Delete".
Make sure that Apple iCloud Keychain, Google Password Manager, and/or Microsoft AutoFill are all enabled. This is a requirement for securely syncing your passkey data and allowing you to log in without issue.
As a last resort, if you've checked all of the above and you still can't use your passkeys, delete all of them from your Cliniko account and start again by creating brand new passkeys from scratch. We suggest only doing this if you have exhausted all other options.
Read on below for additional things you can check if the above hasn't helped. You can also reach out to our support team for guidance! 💬
I'm trying to log in with a passkey and the login page asks me to scan a QR code, but it won't let me save it anywhere.
If you're setting up a passkey for the very first time on Cliniko, you'll need to log into your account first and create your first passkey. If you press the Log in with a passkey button before creating a passkey, you may see a QR code. This pops up because your device is "reading" the passkey request, but doesn't yet know that you haven't set up a passkey for Cliniko. Scanning the QR code won't work.
If you haven't yet set up a passkey, don't press the "Log in with a passkey" button and don't scan the QR code, as it won't do anything! It will work as normal after you've set up your first passkey, but it won't work if you have never set up a passkey for Cliniko.
Simply log in as you normally would, and create your first passkey. After that, when pressing the Log in with a passkey button, you should experience the process outlined here.
I've created a passkey, but I can't log in with it.
If you're unable to log in with a passkey that you've created, there are a few things to check.
Are you using a device/operating system that has your passkey saved?
If you normally use a Mac to log into Cliniko during the day, and have set up your passkey on that Mac, you will be able to log into Cliniko with an iPhone or iPad as well, using that same passkey. However, if you have an Android phone, or a PC at home, and you're trying to access Cliniko with a passkey, you will need to set up different passkeys for those devices. Check out the information for how different devices handle passkeys right here.
Are you using a password manager (such as 1Password), or your computer's built-in password manager (i.e. iCloud Keychain, Google Password Manager)?
Each device and operating system has its own ways of handing passkeys. If you have multiple passkeys set up, sometimes your browser might try to default to a certain one, and it might not work if a passkey has been deleted.
Let's say that you set up a passkey in both 1Password and your Mac (iCloud Keychain), but you deleted the 1Password passkey, either from Cliniko or 1Password. (Deleting it from one place will not delete it in the other; you will have to delete it in both places.)
Your browser might try to "remember" the passkey from 1Password and prompt you to sign in with it, but if the passkey has been deleted, it won't work. If you experience something like this, it's a good idea to check 1Password to see if it's been deleted, and also check in Cliniko to see if it's still there or not. A passkey needs to be "active" in both Cliniko and your device, so if one gets deleted somewhere, it won't work to log in. You would need to recreate the passkey.
When I try to add a new passkey, it says I already have one.
If you're trying to add a new passkey and get a message that looks like this at the top of the screen:
This is because Cliniko is detecting that you already have a passkey saved for the system you're using to log in. For example, if you set up a passkey on an Android phone, it would save the passkey to Google Password Manager. If you are logged into your Google account on another device (like a tablet or computer), your passkey will be saved across your Google "profile". So if you try to add a new passkey from that "profile", you won't be able to, since it's already been created.
In this case, rather than trying to create a new passkey, you will be able to log in with the existing one that's already been set up.
I'm trying to log in with my passkey on a different device, and it's not letting me.
Depending on your device and passkey setup, you may need a different passkey for each device. For example, if you've set up an Apple iCloud Keychain passkey, you won't be able to use that on an Android device. You'd have to set up an additional passkey for Android (or log in using your email address, password, and 2FA if you've got that enabled).
There are some caveats to this, however, and they involve 2FA. If you haven't enabled 2FA and you try to log into a different device that does not have a passkey set up, you won't be able to. You will need to use your original device (the one you first set the passkey up on) to log in, and then set up a second passkey for the additional device.
In short:
If you have 2FA enabled: log in on the new device with your email address, password, and 2FA, and then add an additional passkey.
If you don't have 2FA enabled: log in the device that you already have a passkey set up on, and add an additional passkey for the new device. You'll need to have the new device on hand when doing this.
To make the use of passkeys as easy as possible, we advise enabling 2FA on your account. Passkeys will then allow you to bypass the 2FA step when logging in, but only if it's enabled.