There could be several reasons why your passkey might not be working:
Outdated software: Ensure you're using the latest version of the Chek app or browser platform.
Incompatible device: Check Passkey Browser and Device Compatibility
Biometric issue: Make sure your device's biometric sensor is clean and functioning properly.
Temporary glitch: Try restarting your device or closing and reopening the Chek app or browser.
Not receiving a one-time passcode (OTP) for your Chek account
To resolve, please follow these steps:
Access the Chek Sign-in Portal
You will see two buttons:
-
- Sign-in with Passkey
- Sign-in with One-Time Passcode
- Select Sign-in with One-Time Passcode
Request a One-Time Passcode
- Enter the email that is associated with your Chek account.
- Click Continue
Confirm One-Time Passcode
- Retrieve your one-time passcode from your email.
- Enter the 6-digit code
- Click Submit
If you do not receive an email
- Check SPAM folder
- Check the spelling of your email
- Click Resend Code or click Back
Save new passkey
- Click Add Passkey
Saved passkey that is not functioning properly
If you encounter issues with a saved passkey not working, it is possible that your browser or device may have multiple passkeys saved for your Chek account, including outdated ones.
To resolve, please follow these steps:
1. Delete all passkeys related to your Chek account from your specific browser or device.
2. Additionally, remove these passkeys from your Chek account settings.
3. After clearing out the old passkeys, create a new one. This ensures that your browser or device only uses the correct and active passkey, avoiding confusion with previously retired passkeys.