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 for some common issues.
You can find another troubleshooting guide with more detailed scenarios to check out here, if none of the below help!
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.
Last resort things to look at
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.
For more detailed troubleshooting steps and other scenarios, check out the advanced troubleshooting guide for passkeys, or reach out to our friendly support team for assistance! 💬