Troubleshooting: Passkey login not working on iOS
This article describes how to resolve the issue of passkey login doing nothing or silently failing on the iOS autofill sheet.
This article describes how to resolve the issue of passkey login silently failing when you tap a passkey in the iOS autofill sheet.
Problem description
Behavior: You tap a passkey in the iOS autofill sheet, but the login does not complete. The sheet closes without navigating you into the app, or nothing happens at all. No error message is displayed.
Context: This occurs on iOS when logging in to an account in the Cerby mobile app after a passkey was registered using an autofill credential that contained an incorrect record identifier.
Cause
When a passkey is registered through iOS autofill, the system stores a credential identity record. If the record identifier in that entry does not match what the app expects during assertion, the login attempt fails silently.
Common triggers:
A passkey was created or updated during a period when the autofill registration logic produced incorrect identities.
The device has cached a stale or mismatched credential identity from a previous login session.
Multiple passkeys are registered for the same account and one has an invalid identity record.
Who this affects
Solution
Prerequisites
Cerby mobile app installed on iOS 18 or later.
An active Cerby account with at least one passkey registered.
Solution 1: Log in once to trigger automatic repair
Cerby automatically repairs any passkey with an incorrect credential identity on your next successful login. You do not need to delete and re-create the passkey.
To trigger the repair, complete the following steps:
Open the Cerby mobile app.
Tap the account you want to log in to.
When the iOS autofill sheet appears, tap the passkey for the account. If the assertion fails, tap Cancel.
Tap Log in with password to log in using your account password instead.
After logging in successfully, log out of the account, then tap the passkey again in the autofill sheet.
Expected result: The passkey assertion completes and you are logged in. Cerby repairs the credential identity silently during the successful login in step 4, so subsequent passkey logins work correctly.
Solution 2: Remove and re-create the passkey
If Solution 1 doesn't resolve the issue, remove the passkey from the account and create a new one.
To remove and re-create the passkey, complete the following steps:
Open the Cerby mobile app.
Navigate to the account and tap More options.
Tap Passkeys. The Passkeys page is displayed.
Tap the passkey you want to remove, then tap Remove passkey.
In the confirmation dialog box, tap Remove. The passkey is deleted.
Tap Add passkey to register a new passkey for the account. Follow the iOS prompts to complete registration.
Expected result: A new passkey is created with a valid credential identity. Passkey login works correctly on the next attempt.
Get help
If the issue persists, contact:
Your IT Admin or Workspace Admin for permission and access issues.
Cerby Support at support@cerby.com.
Related articles
Feature guides:
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