Troubleshooting: Can't save a passkey to Cerby

This article describes how to resolve the issue of Cerby failing to save a passkey after registration in the browser extension.

This article describes how to resolve the issue of Cerby failing to save a passkey after the passkey registration flow in the browser extension picker.

Problem description

• Error message: "Couldn't save passkey to Cerby"

• Behavior: After you select the option to save the passkey with Cerby during passkey registration, Cerby attempts to save the passkey but fails. A recovery card labeled Couldn't save passkey to Cerby is displayed in the picker, with a Try again button.

• Context: This occurs in the browser extension's passkey picker, after an app completes its own passkey registration and Cerby attempts to store the passkey.

Cause

The passkey save step runs after the app's own registration is complete. If that save step fails, for example due to a network issue or a temporary storage problem, Cerby can't store the passkey.

Common triggers:

• A temporary network connectivity issue while Cerby saves the passkey

• Your Cerby session expiring between registration and the save step

• A temporary vault storage issue

Who this affects

• End users who are registering a new passkey on an app while the Cerby browser extension is active

• Users on Chrome, Edge, or Safari with the Cerby extension installed

Solution

Requirements

The following are the requirements to complete the solutions in this article:

• A Cerby workspace.

• The Cerby browser extension installed and you're logged in. For instructions, read the article Log in to the Cerby browser extension.

Solution 1: Use the Try again button

Cerby automatically retries the passkey save once after a failure. If the automatic retry also fails, a recovery card is displayed.

To retry saving the passkey, complete the following steps:

1. Click Try again on the Couldn't save passkey to Cerby recovery card in the picker. Cerby retries saving the passkey.

Expected result: The passkey is saved to Cerby, and the picker closes.

Solution 2: Re-register the passkey

If Solution 1 doesn't resolve the issue, the Still couldn't save passkey to Cerby card is displayed.

NOTE: When you close the Still couldn't save passkey to Cerby card, Cerby cancels the passkey registration and lets the app know. No passkey is created outside of Cerby, so you won't end up with a passkey that Cerby doesn't manage.

To re-register the passkey, complete the following steps:

1. Click the close button (X) on the Still couldn't save passkey to Cerby card. The picker is closed and no passkey is created.

2. Navigate to the app's account security or login settings page.

3. Start the passkey registration flow again.

4. Select the option to save the passkey with Cerby when the Cerby picker is displayed.

Expected result: The passkey registration completes, and the passkey is saved to Cerby.

Get help

If the issue persists, contact:

1. Your IT Admin or Workspace Admin for permission and access issues.

2. Cerby Support at [e-mail].

Related articles

Feature guides:

• Add a passkey to an account