Skip to navigationSkip to main contentSkip to footerScaleway Docs HomepageAsk our AI
Ask our AI
Log inSign up

I cannot use my passkey as a passwordless login

Problem

I cannot use my passkey as a standalone login method on the Scaleway console.

Symptoms

  • I see a "Passkey upgrade failed" error when trying to enable passwordless login for my passkey in Account Security.
  • After authenticating with my passkey, I am returned to the login form instead of being signed in.
  • I canceled or timed out of the verification prompt when trying to upgrade my passkey.

Possible causes

  • Your passkey does not support user verification — it only requires a physical touch, with no PIN or biometric configured.
  • Your hardware security key has no PIN set.
  • Biometrics (Touch ID, Face ID, Windows Hello) are not enabled or enrolled on your device.
  • You are using a synced passkey (for example, via iCloud Keychain or Google Password Manager) on a device where biometrics or a PIN are not configured.
  • You canceled the verification prompt during the upgrade flow.
  • The verification prompt timed out before you completed it.
  • Browser security policies on a company-managed device are preventing user verification.

Solution

If you see the "Passkey upgrade failed" error and canceled or timed out: Click Retry on the error dialog and complete the biometric or PIN prompt when it appears. Make sure biometrics are working correctly on your device before retrying.

If your hardware security key has no PIN: Set a PIN on your key using its companion app — for example, YubiKey Manager for YubiKey devices, or your manufacturer's equivalent tool. Once a PIN is set, the key supports user verification and can be used as a standalone login method. You do not need to re-register the key.

If biometrics are not enabled on your device:

  • macOS: Go to System Settings > Touch ID & Password and make sure Touch ID is enabled with at least one fingerprint enrolled.
  • Windows: Go to Settings > Accounts > Sign-in options and configure Windows Hello (fingerprint, face recognition, or PIN).
  • iOS/Android: Make sure biometrics are set up and active in your device settings. If you are using a synced passkey on a device without biometrics: Set up biometrics or a PIN on the current device, or switch to a device where your passkey's user verification is active.

If you are on a company-managed device: Contact your IT administrator to check whether WebAuthn user verification is permitted in your browser environment. As an alternative, set a password on your Scaleway account and use your passkey as a second factor (MFA) instead.

If you have lost access to your passkey entirely (lost device or broken hardware key):

  • If your account has a password set: use your recovery code + your password.
  • If your account is passwordless: use your recovery code + an alternative factor (email code, TOTP, or a secondary passkey if you registered one).
Tip

To reduce the risk of being locked out, register a backup passkey and store your recovery codes securely. If the console warns you that your passkey is not backed up to a cloud account, register an additional passkey or save your recovery codes before you need them.

Going further

If you have tried the solutions above and the issue persists, try the following before contacting Support:

  • Remove the passkey from Account Security > Passkeys and register it again.
  • Make sure your browser is up-to-date. Use a recent version of Chrome, Firefox, Safari, or Edge.
  • Try a different browser — some handle biometric prompts differently across platforms.

If none of the above resolves the issue, open a Support ticket, specifying:

  • The name of the affected passkey (as shown in your security settings).
  • The device and browser you are using.
  • Whether you see the upgrade error, are returned to the login form, or both.
Still need help?

Create a support ticket
No Results