Troubleshoot passkeys

The following are common issues when using passkeys and ways to work around them.

I lost access to a registered device

Passkeys are not your only way to log in. Your username and password always remain available as a fallback.

I lost a device with a registered passkey

Log in using your username and password.
Select the User menuUser circle at the top of any Intacct page and select My preferences.
Go to Security preferences, to the Passkeys section, and review the Registered passkeys.
Delete the passkey associated with the lost device.

Optionally, register a new passkey on your replacement device.

If you've deleted all your passkeys, you can still log in with your password at any time.

The passkey option does not appear on the login page.

Either passkey authentication is not enabled for your company, or your browser does not support passkeys. Confirm with your administrator that passkey authentication is turned on, and make sure you're using a supported browser.

I registered a passkey but the login prompt is not appearing.

Verify that you're using the same browser and device where you registered the passkey. Some browsers store passkeys locally. To use the same passkey across devices, use a cloud-synced credential manager, such as iCloud Keychain or a Google account.

My passkey stopped working after an OS or browser update.

Some updates can affect passkey compatibility. Try removing the passkey from Intacct and registering a new one. You can always use your password to log in while you re-register.

I can't log in with my passkey and I don't know my password.

Contact your company administrator. They can reset your password and help you regain access.

Passkey authentication fails repeatedly.

Log in with your password and MFA, then go to your passkey settings to revoke and re-register the affected device. If the issue persists, contact your Sage Intacct administrator.