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Troubleshooting Passkey Issues on Kuda Business

How to fix most issues with Passkeys

Nosa O avatar
Written by Nosa O
Updated this week

Passkeys offer a secure and convenient way to sign in to your Kuda Business account without needing to remember complex passwords. By using your device's built-in authentication methods like Face ID, fingerprint, or a PIN, passkeys provide enhanced protection against phishing and unauthorized access.


Important: Passkeys are now the primary method for accessing Kuda Business accounts, fully replacing traditional passwords to enhance security and simplify the login process. Deactivating or deleting your passkey could result in losing access to your account, so it is recommended to maintain your passkey.


Essential Requirements

Before troubleshooting, ensure the following for a smoother passkey experience:


App and System Requirements

  • Kuda Business App Updated: Install the latest version from your device's app store

  • Operating System Requirements:

    • iOS: iOS 16 or later (latest version recommended)

    • Android: Android 9 or later (latest version recommended)

    • Desktop: Windows 10/11 with Windows Hello, or macOS Ventura or later

  • Screen Lock Enabled: PIN, pattern, fingerprint, Face ID, etc. must be active

  • Stable Internet Connection: Reliable Wi-Fi or cellular data required

Browser Support (for web access)

Use the latest version of a passkey-compatible browser:

  • Google Chrome

  • Safari

  • Microsoft Edge

  • Mozilla Firefox

Cloud Sync Services

Passkeys are stored and synced via your device's ecosystem:

Apple Devices:

  • Enable iCloud Keychain: Settings > [Your Name] > iCloud > Passwords & Keychain

  • Ensure "Sync this iPhone/iPad/Mac" is turned ON

Android Devices/Chrome:

  • Sign into your Google Account

  • Enable Google Password Manager syncing

  • Check Android Settings under "Passwords & accounts" or "Google"

  • Verify Chrome sync settings

Common Issues and Solutions

Issue 1: Cannot Complete Passkey Setup

Symptoms:

  • Unable to complete passkey setup in the app or website

  • Messages like "To save a passkey, you need to enable iCloud Keychain" or "Google Password Manager required"

Solutions:

  1. Verify all essential requirements listed above

  2. Enable cloud sync services:

    • iOS: Settings > [Your Name] > iCloud > Passwords & Keychain > Toggle ON

    • Android/Chrome: Ensure Google Account sign-in and password manager sync is enabled

  3. Configure password autofill (iOS):

    • Settings > Passwords > Password Options

    • Turn ON "AutoFill Passwords and Passkeys"

    • Select "iCloud Passwords & Keychain" under password sources

  4. Restart setup process:

    • Close Kuda Business app completely

    • Reopen and select "Continue on this device"

    • Authenticate when prompted

  5. Restart your device if issues persist

Issue 2: "No Passkey Found" Error

Symptoms:

  • Error message indicating no passkey exists for this device

  • Cannot authenticate with existing passkey

Solutions:

  1. Check passkey storage:

  • iOS: Settings > Passwords > Look for Kuda Business entry

  • Android/Chrome: Chrome > Profile picture > Password Manager or visit passwords.google.com

  1. Use cross-device authentication:

  • Look for QR code or "Sign in with another device" option

  • Scan QR code with device that has the passkey

  • Ensure Bluetooth is enabled on both devices

  1. Create new passkey:

  • Log in using alternative method if available

  • Go to Kuda Business security settings

  • Add new passkey for current device

  1. Update apps and browsers to latest versions5. For "Passkey Not Present" error on new devices:

  • Complete the identity verification process provided by Kuda

  • After verification, Kuda will reset your previous passkey

  • Sign out completely and log back in to generate a new passkey

Issue 3: QR Code Appears During Login

Symptoms:

  • QR code displayed when trying to sign in

  • Prompt to use another device

Note: This is normal behavior when signing into a new device that doesn't have a local passkey.

Solutions:

  1. Scan with authorized device:

    • Use camera on device with existing Kuda Business passkey

    • Scan QR code and follow prompts to approve login

  2. Look for alternative sign-in methods:

    • "Try another way" or similar options

    • Use if QR code scanning isn't possible

  3. Register new device:

    • After successful login, add passkey for new device in security settings

Issue 4: Security Key Prompt (Unwanted)

Symptoms:

  • System asks for physical security key

  • Don't have or don't want to use security key

Solutions:

  1. Look for alternative options:

    • "Try another way to sign in"

    • "Use a passkey from a different device"

    • "Cancel" option

  2. Enable device authenticators:

    • Configure Windows Hello, Touch ID, or Face ID

    • Create new passkey using these methods in security settings

Issue 5: Cannot Create Passkey

Symptoms:

  • No option to create passkey appears

  • Setup process unavailable

Solutions:

  1. Verify all essential requirements (OS version, app version, screen lock)

  2. Enable device screen lock (PIN, pattern, fingerprint, face recognition)

  3. Update everything:

    • Kuda Business app

    • Device operating system

    • Web browser (if applicable)

  4. Check Kuda Business settings:

    • Log in using alternative method

    • Navigate to Security/Profile settings

    • Look for passkey options or requirements

Issue 6: Passkey Not Syncing Between Devices

Symptoms:

  • Passkey works on one device but not others

  • Sync not functioning properly

Solutions:

  1. Verify same account usage:

  • Same Apple ID on all Apple devices

  • Same Google Account on all Android/Chrome devices

  1. Check sync settings:

  • iOS: Settings > [Your Name] > iCloud > Passwords & Keychain > Sync ON

  • Android/Chrome: Google Account > Security > Password Manager sync status

  1. Force sync refresh:

  • Toggle sync OFF, wait, then toggle ON (note any data removal warnings)

  1. Windows Chrome specific:

  • Disable "Use Windows Hello when filling passwords"

  • Chrome Settings > Passwords & Autofill > Google Password Manager > Settings

  1. Ensure stable internet on both devices

  2. Allow time for sync (can take several minutes)

  3. Restart both devices8. After device change:

  • If prompted for passkey saved on old device, verify identity

  • Request passkey revocation through Kuda support

  • Log out completely from the app

  • Log in on new device to set up a fresh passkey

  1. For Apple devices:

  • Ensure iCloud settings are updated and synced correctly

  • Verify same Apple ID is being used across devices

Issue 7: iCloud Keychain Problems (iOS)

Symptoms:

  • iCloud Keychain not working properly

  • Sync issues on Apple devices

Solutions:

  1. Open Settings app

  2. Tap Apple ID at top > iCloud

  3. Ensure "Passwords" toggle is ON under "Saved to iCloud"

  4. Verify same iCloud account used previously

  5. Check two-factor authentication is enabled for Apple ID

Issue 8: Biometric Authentication Failing

Symptoms:

  • Fingerprint or face recognition not working

  • Authentication repeatedly fails

Solutions:

  1. Clean sensors:

    • Wipe fingerprint sensor and camera

    • Ensure fingers are clean and dry

  2. Use device PIN/password:

    • Fallback option when biometrics fail multiple times

    • Still authenticates the passkey

  3. Restart device to resolve temporary hardware/software issues

  4. Check app permissions:

    • Ensure Kuda Business app can use biometric authentication

Account Recovery and Reset

If You've Deleted Your Passkey

Important: Contact Kuda Business Support immediately for assistance with account recovery.

The recovery process includes:

  1. Identity verification by Kuda

  2. Signing out of your current session

  3. Recreating your passkey during the next login attempt

  4. Completing Kuda’s identity verification (if not already done)

  5. Creating a new passkey after your identity has been verified and approved

Resetting Your Passkey

When to reset:

  • After major device updates (OS upgrades)

  • Repeated authentication failures

  • Suspected unauthorized device access

  • When getting a new primary device

Reset process:

  1. Contact Kuda Business support:

    • Send in-app message

    • State you need passkey reset

    • Prepare for identity verification

  2. Complete verification process as directed

  3. Sign out and sign back in to re-enable passkey

  4. Create new passkey following prompts

  5. Test new passkey by logging out and back in

  6. Set up on multiple devices if needed

Device Limitations and Alternatives

If your device doesn't support passkeys:

  1. Legacy Password Access:

    • Available for unsupported devices

    • Requires additional security measures and verification

  2. Authorized Device Addition:

    • Temporarily authorize a supported device

    • Requires support verification

  3. In-Person Verification:

    • Visit Kuda Business location (last resort)

    • For identity verification when other options fail

Advanced Troubleshooting

Corrupted Passkey Issues

If a passkey seems corrupted:

  1. Delete problematic passkey from Kuda Business account settings

  2. Remove passkey from device storage (iCloud Keychain, Google Password Manager)

  3. Set up new passkey for the device

Service Outage Check

Rarely, issues may stem from:

  • Kuda Business service outages

  • Passkey provider issues (Apple iCloud, Google Password Manager)

  • Check official Kuda channels or status pages

Contacting Support

When contacting Kuda Business support, provide:

  • Device model and operating system version

  • Kuda Business app version

  • Clear description of the issue and error messages

  • Troubleshooting steps already attempted

Best Practices

Prevention Tips

  • Set up on multiple trusted devices for backup access

  • Keep software updated (app, OS, browsers)

  • Understand your device's passkey manager (iCloud Keychain, Google Password Manager)

  • Enable two-factor authentication for your cloud accounts

  • Regular security reviews of connected devices- Google Account configuration: Ensure you're signed into Chrome with sync enabled

  • Configure autofill and password manager settings for smoother passkey retrieval

  • Have identification documents ready for verification if passkey issues occur

Security Recommendations

  • Never share device unlock methods (PIN, biometrics)

  • Log out of shared or public devices

  • Review authorized devices periodically

  • Contact support immediately if device is lost or stolen


Note: Passkeys are mandatory for Kuda Business account access. Maintain your passkey to prevent access issues. If you experience any problems not covered in this guide, contact Kuda Business support for personalized assistance.

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