> For the complete documentation index, see [llms.txt](https://help.cerby.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.cerby.com/tips-and-troubleshooting/troubleshooting/cerby-mobile-app/troubleshooting-passkey-login-not-working-on-ios.md). # 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 * [ ] **End users** who have a passkey registered for an account in the Cerby mobile app on iOS. * [ ] **End users** who registered their passkey before the fix shipped in the Cerby mobile app on 2026-07-03. * [ ] Users on **iOS 18 or later** using the Cerby mobile app. ## Solution ### Prerequisites * Cerby mobile app installed on iOS 18 or later. * An active Cerby account with at least one passkey registered. ### Solution 1: Tap the passkey again to trigger automatic repair Cerby automatically repairs a passkey with an incorrect credential identity during the same attempt it's used, by matching the stored passkey instead of the incorrect record. You don't need to delete and re-create the passkey, and you don't need to log in with your password first. To trigger the repair, complete the following steps: 1. Open the **Cerby** mobile app. 2. Tap the account you want to log in to. 3. When the iOS autofill sheet appears, tap the passkey for the account. 4. If the assertion doesn't complete, tap the passkey again. **Expected result:** The passkey assertion completes and you are logged in. Cerby repairs the credential identity silently during this successful assertion, 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: 1. Open the **Cerby** mobile app. 2. Navigate to the account and tap **More options**. 3. Tap **Passkeys**. The **Passkeys** page is displayed. 4. Tap the passkey you want to remove, then tap **Remove passkey**. 5. In the confirmation dialog box, tap **Remove**. The passkey is deleted. 6. 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: 1. **Your IT Admin or Workspace Admin** for permission and access issues. 2. **Cerby Support** at . ## Related articles **Feature guides:** * [Log in to an account with a passkey](https://help.cerby.com/cerby-mobile-app/accounts/protecting-your-accounts/passkeys/log-in-to-an-account-with-a-passkey) * [Create a passkey for an account](https://help.cerby.com/cerby-mobile-app/accounts/protecting-your-accounts/passkeys/create-a-passkey-for-an-account) * [Delete a passkey from an account](https://help.cerby.com/cerby-mobile-app/accounts/protecting-your-accounts/passkeys/delete-a-passkey-from-an-account) --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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