Troubleshooting Common Passkey Errors

Encountering an error with your Passkey can be frustrating. Whether you are seeing a "Passkey not found" message, or your device is failing to create a new passkey, it almost never means your account is lost.

It usually means the application trying to log you in (either the Hata App or your Mobile Browser) is looking in the wrong "digital keychain" or your device software needs a quick update.

A passkey is a file saved in a specific location, such as:

• Google Password Manager (common on Android and Chrome)

• iCloud Keychain (common on iPhone, Mac, and Safari)

• A third-party password manager (like 1Password, Dashlane, Bitwarden, etc.)
  
  

Below are the solutions to the most common errors.

Error Type 1: "Passkey Not Found"

Likely Cause: Incorrect "Autofill" Settings

This is the most common error, especially on Android. You saved your passkey in one manager (e.g., Google Password Manager), but your phone's default "Autofill" service is pointing to a different one (e.g., the phone manufacturer's built-in manager).

The Fix: Point your OS to the correct keychain.

On Android Devices (Pixel, Oppo, Samsung, OnePlus, etc.)

1. Open your phone's Settings app.

2. Search for "Autofill" and select "Autofill service." (Alternatively, look under Settings > Passwords & accounts).

3. Tap on the current service. This is the only place your phone is looking for passkeys.

4. Select the service where your passkey is actually stored (e.g., if your passkey is in your Google Account, select "Google").

5. Restart the Hata app or your browser and try again.
   
   

On iPhone / iOS

1. Go to Settings > Passwords > Password Options.

2. Under "Allow Filling From," ensure the toggle is ON (green) for all keychains you use (e.g., iCloud Keychain, Google, 1Password).

3. Your phone will now search all enabled locations.
   
   
   

Error Type 2: Unable to Create or Detect Passkeys

Likely Cause: Outdated Google Play Services (Android Only)

If your settings are correct but the passkey prompt never appears, or if you get an error when trying to create a new passkey, your Android system services may be outdated.

The Problem: Passkeys rely on a background system app called Google Play Services to handle the secure "handshake." If you dismissed a system update notification, this service may be too old to function.

The Fix: Manually update Google Play Services.

1. Open your phone's Settings app.

2. Tap on Apps (or Apps & notifications > See all apps).

3. Scroll down the list and find Google Play Services.

4. Tap on it to open the App Info page.

5. Scroll to the bottom and tap App details in store.

6. This will open the Play Store. If you see an Update button, tap it.

7. Once updated, restart your phone and try again.
   
   
   

Error Type 3: Prompt asks for a QR Code

Likely Cause: Passkey is on a different device

If you are logging in on a computer but your passkey is on your phone, the computer will correctly report that it doesn't have the passkey.

The Fix: Use the Cross-Device Login.

1. On your computer, select "Log in with Passkey."

2. When the prompt appears, look for "Use a different device" or "Use your phone."

3. A QR code will appear on your computer screen.

4. Open the camera on your phone (the device that holds the passkey) and scan the QR code.

5. Approve the login on your phone using your Face ID or Fingerprint.
   
   
   

Important Tip: Managing Your Security & Backups

We strongly recommend all users enable BOTH a Passkey and a standard 2FA Authenticator App (like Google Authenticator or Authy).

Having both methods active provides two critical benefits:

1. Backup Access: If your passkey fails, you can select "other 2FA methods" and use the 6-digit code to log in.

2. Fixing Issues: If a specific passkey is corrupted or causing errors, having a secondary 2FA method allows you to authorize the deletion of the old passkey so you can create a fresh one.
   
   

Note on Security Cooldowns: Please be aware that any major security changes- will trigger a 24-hour withdrawal cooldown. This is a mandatory safety feature to protect your funds.

Need to Reset?

If you have lost access to your passkey and do not have a backup 2FA method enabled, you will not be able to log in or make changes yourself. Please reach out to Customer Support for assistance in resetting your security credentials.