Troubleshooting "Passkey Not Found" Errors

Modified on Thu, 6 Nov at 5:43 PM

Seeing a "Passkey not found" error can be frustrating. This error almost never means your passkey is lost. It means the application trying to log you in (either the Hata App or your Mobile Browser) is looking in the wrong "digital keychain."

A passkey is a file saved in a specific location, examples 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.)

Your phone's OS has a default "Autofill" setting that tells apps where to look. If this setting is pointing to the wrong keychain, you will get the "not found" error.

This guide will help you troubleshoot this.

Solution 1: Check Your Phone's Default "Autofill" Setting (The Most Common Fix)

This is the most common problem, especially on Android, and it affects both the Hata app and your mobile browser (like Chrome).

The Problem: You saved your passkey in one manager (e.g., Google Password Manager), but your phone's default "Autofill" service is set to a different one (e.g., your phone manufacturer's built-in manager).

The Fix: You must tell your phone's OS to look in the correct keychain.

On most Android devices (Google Pixel, Oppo, OnePlus, etc.)
This setting controls the default for both your apps and the Chrome browser.

Open your phone's Settings app.
In the settings search bar, type "Autofill" and select "Autofill service."
(Alternatively, find this under Settings > Passwords & accounts or Settings > General Management.)
You will see your current default autofill service. This is the only place your phone is looking for passkeys.
Tap on it and select the service where your passkey is actually stored (e.g., if your passkey is in your Google Account, select "Google").
Restart the Hata app or your browser and try logging in again.

On iPhone / iOS

This is the most common fix for when you use Safari but your passkey is in Google, or vice-versa.

Go to your iPhone's Settings app.
Scroll down and tap on Passwords.
Tap on Password Options.
Under "Allow Filling From," make sure the toggle is ON (green) for all the keychains you use (e.g., iCloud Keychain, Google Password Manager, 1Password).
When you log in again, your phone will now check all these enabled locations.

Solution 2: Your passkey is on a different device (e.g., logging in on PC, passkey on phone)

This is a normal part of the passkey design. Your computer is correct that it doesn't have the passkey. You must use your phone to approve the login.

On your computer (or the new device), begin the login process and select "Log in with Passkey."
The browser prompt will appear. Look for an option like "Use a different device," "Use your phone," or a small QR code icon.
A QR code will appear on your computer screen.
On your phone (the one that has the passkey), open your camera app and scan the QR code.
Your phone will ask you to approve the login (with Face ID, fingerprint, or PIN).
Once approved, your computer will log in.

Important Tip: Always Have a Backup

We see many support tickets from users who get completely locked out. This happens because they set up a passkey as their only 2FA method, then lose their phone or can't resolve the "not found" error.

When you can't log in with a passkey, the Hata app will offer "other 2FA methods." This option only works if you have set one up.

We strongly recommend all users to enable BOTH of the following in your security settings:

A Passkey
A 2FA Authenticator App (such as Google Authenticator, Microsoft Authenticator, or Authy)

This gives you a vital backup. If your passkey ever fails, you can simply choose the "other 2FA methods" option and enter the 6-digit code from your authenticator app to log in or authorise account actions.