A passkey isn't working
What to try when the passkey prompt doesn't appear or fails, and how to get in another way.
Updated November 2, 2026 · 2 min read
If a passkey won't sign you in, use the email link instead, then check the passkey from Account, then Security. Passkeys live on the device where you added them, so a new or reset device needs a new one.
Get in first
- On the sign-in page, ask for an email link or a code.
- Sign in. If you have two-step on, enter your authenticator code or a backup code.
Then check the passkey
- Open Account, then Security (at /account/security).
- Look at your list of passkeys. Each shows "Added" and a date.
- Match the dates to the devices where you added them.
Common causes
| What happened | What to do |
|---|---|
| You are on a different device from the one where you added the passkey. | Use an email link, then add a passkey on this device. |
| You reset, replaced or wiped the device. | Sign in by email, remove the old passkey, add a new one. |
| Face ID, Touch ID or Windows Hello is turned off on the device. | Turn it on in the device settings, or use your device PIN. |
| You are in a private window. | Open a normal window. See Private browsing and cookies. |
| The browser is out of date. | Update it and try again. |
| You cancelled the prompt. | Choose "Sign in with a passkey" again and approve it. |
Replace a passkey
- Sign in another way.
- Open Account, then Security. Remove the passkey that doesn't work.
- Add a new one and follow your device's prompt.
If it doesn't work
- No prompt appears at all. Try another browser, or check that the device has a screen lock set up.
- You lost the device. Sign in with an email link and remove that passkey so nobody else can use it.
- You can't sign in any way. Write to support@taletykes.com from the account's address.
Common questions
Will I lose my account if I lose my passkey? No. Your account is tied to your email address. You can always ask for a link.
Do I need a passkey? No. It is an extra way to sign in. See Sign in with a passkey.
More help: support@taletykes.com.
Related articles
Sign in with a passkeyAdd a passkey so you can sign in with Face ID, Touch ID, a fingerprint or your device PIN, and remove it later.Sign in with an email linkHow the email sign-in link works, why it asks you to press a button, and how long it lasts.Two-step sign-in with an authenticator appTurn on two-step sign-in, what it asks for each time, who has to use it, and how the 15-minute lock works.My child isn't on "Who is reading?"Why a child may be missing from the reading page, and what to check in consent, the trusted browser and cookies.
Still stuck?
Write to us with what you were trying to do and what you saw on screen.