Troubleshooting Passkey and Biometric Authentication Issues

Step 1: Check device and browser compatibility

Passkeys rely on a web security standard called WebAuthn (also known as FIDO2). If your device or browser does not fully support this standard, the passkey option will not appear or will fail silently.

Check that your setup meets the following:

To check your Chrome version: open the three-dot menu > Help > About Google Chrome. To check your Edge version: open the three-dot menu > Help and feedback > About Microsoft Edge.

Step 2: Identify your specific failure

Find your situation below and follow the corresponding fix.

The passkey option is not appearing on the login page

• Confirm you are using a supported browser at the minimum version above
• Confirm you completed the passkey setup on this specific device and browser — passkeys are device-specific unless synced via iCloud Keychain (Apple) or Google Password Manager (Android)
• Try a different supported browser on the same device
• Clear your browser cache and cookies, then try again: [How to Clear Cache and Cookies]
• Disable browser extensions one by one — some privacy or ad-blocking extensions interfere with WebAuthn requests

Touch ID / Face ID is failing during login or setup (Mac or iPhone)

• Confirm Touch ID or Face ID is enabled on your device in System Settings (Mac) or Settings > Face ID & Passcode (iPhone)
• On Mac: check that your browser has permission to use Touch ID — go to System Settings > Privacy & Security and check Touch ID access for your browser
• Clean the Touch ID sensor gently if fingerprint recognition is inconsistent
• If Face ID fails repeatedly, try re-enrolling your face in iPhone Settings
• As a fallback, use your device PIN or password when prompted — the passkey will still work

Windows Hello is failing during login or setup

• Confirm Windows Hello is set up on your device: go to Settings > Accounts > Sign-in options
• If using a fingerprint scanner, try re-enrolling your fingerprint in Windows Hello settings
• If Windows Hello PIN is failing, reset the PIN from the same Sign-in options menu
• Confirm your browser has access to Windows Hello — in Chrome or Edge, check that no group policy or enterprise setting is blocking WebAuthn requests. If your device is managed by an IT team, contact them to confirm WebAuthn is permitted
• As a fallback, use your PIN rather than fingerprint

USB Hardware Security Key (YubiKey) is not being recognized

• Try a different USB port on the same computer
• Confirm the key is fully inserted before tapping the sensor
• Try the key on a different computer to determine whether the issue is with the key or the port
• On Windows: open Device Manager and check whether the key appears under Human Interface Devices when plugged in. If it does not appear, the USB port or driver may be the issue
• On Mac: open System Information > USB and confirm the key is listed when plugged in
• Confirm your browser supports FIDO2 security keys — Chrome and Edge have the broadest support; Firefox requires WebAuthn to be enabled in about:config
• If using a YubiKey 5 series or newer, confirm you are touching the gold sensor firmly for 1–2 seconds when prompted

Passkey stopped working after getting a new device or resetting your device

Passkeys stored on a device that has been reset, replaced, or wiped are no longer available unless they were synced:

• Apple devices: if you were signed in to iCloud and had iCloud Keychain enabled, your passkey may have synced automatically. Sign in to iCloud on your new device and try logging in — the passkey may already be available.
• Android devices: if you were signed in to your Google account with Google Password Manager active, check Google Password Manager on your new device for the saved passkey.
• Windows devices: passkeys stored in Windows Hello are local to the device and do not sync. If the device was reset or replaced, the passkey is gone and must be set up again.

Passkey is not working after a browser update or OS update

• Restart your browser fully after an update and try again
• On Mac, if a macOS update changed Touch ID behaviour, go to System Settings > Touch ID & Password and confirm your fingerprints are still enrolled
• On Windows, if a Windows update reset Windows Hello, re-enrol your fingerprint or PIN in Settings > Accounts > Sign-in options

Step 3: Reset your MFA and set up a fresh passkey

If none of the above steps resolve the issue, the most reliable fix is to reset your MFA and register a new passkey from scratch.

If you can still log in:

1. Log in at https://hotels.cloudbeds.com/auth using your email and password
2. Go to Account > My Profile
3. Click Reset MFA
4. Follow the passkey setup guide from Step 1: [Setting Up Passkeys]

See: Reset Multi-Factor Authentication for full instructions.

Step 4: Contact support

If you have worked through all the steps above and the passkey or biometric authentication is still failing, contact our support team and include:

• Your Cloudbeds account email address
• Your Property ID
• Your device type and operating system version
• Your browser name and version
• A description of exactly when the failure occurs (setup, login prompt, or verification step)
• Any error message shown on screen (screenshot preferred)
• The troubleshooting steps you have already completed