Skip to main content
All CollectionsPasskeys
Troubleshooting Passkey Issues on Kuda Business

Troubleshooting Passkey Issues on Kuda Business

N
Written by Nosa O
Updated over 2 weeks ago

Even with the improved security and convenience that passkeys provide, you may occasionally encounter issues when using them with your Kuda Business account. This comprehensive troubleshooting guide will help you identify and resolve common passkey problems, ensuring you can always access your business finances securely.

Common Login Problems

Biometric Recognition Failures

Issue: Your device fails to recognize your fingerprint, face, or other biometric data when attempting to use your passkey.

Solutions:

  1. Clean Your Sensors: For fingerprint recognition, ensure the sensor and your finger are clean and dry.

  2. Improve Lighting Conditions: For facial recognition, ensure you're in a well-lit environment without strong backlighting.

  3. Update Your Biometric Data:

    • iOS: Go to Settings > Face ID & Passcode (or Touch ID & Passcode) > Set Up an Alternative Appearance

    • Android: Go to Settings > Security > Fingerprint (or Face unlock) > Add another fingerprint/face data

  4. Use Alternative Authentication: Most devices allow you to use your device PIN as a fallback when biometrics fail.

Device Not Recognizing Passkeys

Issue: You enter your email address, but your device doesn't prompt you to use your passkey.

Solutions:

  1. Check Passkey Storage:

    • iOS: Go to Settings > Passwords > Passkeys to verify your Kuda Business passkey is listed

    • Android: Open Google Password Manager to confirm your passkey is saved

  2. Ensure Cloud Syncing is Enabled:

    • iOS: Verify iCloud Keychain is turned on in Settings > [Your Name] > iCloud > Keychain

    • Android: Confirm Google Password Manager sync is enabled in Settings > Google > Autofill > Google Password Manager

  3. Force Close and Restart the App: Close the Kuda Business app completely and reopen it

  4. Reinstall the App: As a last resort, uninstall and reinstall the Kuda Business app (note: this won't delete your passkey as it's stored in your device's password manager)

App Crashes During Authentication

Issue: The Kuda Business app crashes when you attempt to authenticate with your passkey.

Solutions:

  1. Update the App: Ensure you're using the latest version of the Kuda Business app

  2. Check for OS Updates: Update your device's operating system to the latest version

  3. Clear App Cache:

    • Android: Go to Settings > Apps > Kuda Business > Storage > Clear Cache

    • iOS: You'll need to reinstall the app as iOS doesn't allow direct cache clearing

  4. Check Device Storage: Ensure your device has sufficient free storage space

  5. Contact Support: If crashes persist, contact Kuda Business support with details about your device model and operating system version

Device-Specific Issues

iOS-Specific Troubleshooting

Issue: Problems with passkeys specific to iPhones and iPads.

Solutions:

  1. iCloud Keychain Sync Issues:

    • Ensure you're signed in with the same Apple ID on all devices

    • Go to Settings > [Your Name] > iCloud > Keychain and toggle it off, wait 30 seconds, then toggle it back on

    • Sign out of iCloud and sign back in if problems persist

  2. iOS 17 Specific Issues:

    • Some users on iOS 17 may experience compatibility issues with passkeys

    • Update to the latest iOS 17.x version, as Apple regularly releases fixes

    • If problems persist after updating, reset your Face ID/Touch ID by going to Settings > Face ID & Passcode > Reset Face ID (or Touch ID)

  3. Safari vs. App Authentication Differences:

    • If passkeys work in the app but not in Safari (or vice versa), ensure Safari is updated to the latest version

    • Check that Safari's Autofill settings are enabled in Settings > Passwords > Autofill Passwords

Android-Specific Troubleshooting

Issue: Problems with passkeys specific to Android devices.

Solutions:

  1. Google Password Manager Issues:

    • Open the Google app > tap your profile picture > Manage your Google Account > Security > Password Manager

    • Ensure your Kuda Business passkey appears in the list

    • If syncing issues occur, go to Settings > Passwords & Accounts > Google > Account Sync and toggle it off and on

  2. Biometric Authentication Problems:

    • Some Android devices have known issues with biometric sensors

    • Go to Settings > Security > Biometric security and re-register your biometrics

    • Ensure your device has the latest security patches installed

  3. Manufacturer-Specific Settings:

    • Some Android manufacturers (Samsung, Xiaomi, etc.) have additional security settings

    • Check your device manufacturer's security settings for any options that might be blocking passkey functionality

    • Samsung users should check Samsung Pass settings if experiencing issues

Web Access Troubleshooting

Issue: Problems using passkeys when accessing Kuda Business through a web browser.

Solutions:

  1. Browser Compatibility:

    • Ensure you're using a supported browser (Chrome, Safari, Edge)

    • Update your browser to the latest version

    • Try an alternative supported browser if problems persist

  2. QR Code Scanning Issues:

    • Ensure your mobile device's camera is clean and has permission to scan QR codes

    • Improve lighting conditions for better QR code recognition

    • Position your camera at the optimal distance (not too close or too far)

  3. Cross-Device Authentication Problems:

    • Ensure both devices are connected to the internet

    • Verify that Bluetooth is enabled on both devices if they're in close proximity

    • Try using the manual entry option if available, instead of QR code scanning

Recovery Options

What to Do If You Lose Your Device

Issue: You've lost the device containing your Kuda Business passkey.

Solutions:

  1. Use Another Registered Device:

    • If you've set up passkeys on multiple devices, simply use one of your other devices to access your account

    • Once logged in, you can manage your passkeys and remove access for the lost device

  2. Cloud Recovery Methods:

    • If your passkey was synced to iCloud Keychain or Google Password Manager, you can recover it on a new device:

      • iOS: Set up your new iPhone/iPad with the same Apple ID and enable iCloud Keychain

      • Android: Sign in to your new Android device with the same Google account and enable Google Password Manager

  3. QR Code Authentication:

    • If you have access to Kuda Business on another device (like a computer):

      • Go to business.kuda.com and enter your email

      • Select "Sign in with a passkey from another device"

      • On your new device, scan the QR code and follow the prompts to set up a new passkey

  4. Contact Kuda Support:

    • If you've lost all devices with your passkeys and cannot access your account:

      • Contact Kuda Business support through the official channels

      • Be prepared to verify your identity through alternative means

      • Support will guide you through the account recovery process

Cloud Recovery Troubleshooting

Issue: Your passkeys aren't syncing to your new device even though cloud syncing is enabled.

Solutions:

  1. Verify Account Credentials:

    • Ensure you're signed in with the same Apple ID or Google account on both devices

    • Check that you're using the correct email address for your Kuda Business account

  2. Force Sync:

    • iOS: Go to Settings > [Your Name] > iCloud > Keychain and toggle it off, wait 30 seconds, then toggle it back on

    • Android: Go to Settings > Google > Autofill > Google Password Manager > Settings > Sync and toggle it off and on

  3. Check Internet Connection:

    • Ensure both devices have stable internet connections

    • Try connecting to a different network if sync issues persist

  4. Wait and Retry:

    • Cloud syncing may take some time to complete

    • Wait 15-30 minutes and try again

Updating and Resetting Passkeys

When to Update Your Passkeys

You should consider updating your passkeys in the following situations:

  1. After significant device updates (major OS upgrades)

  2. If you've experienced repeated authentication failures

  3. If you suspect someone may have unauthorized access to your device

  4. When you get a new primary device

How to Request a Passkey Reset

If you need to reset your passkey:

  1. Contact Support:

    • Send an in-app message to Kuda Business support

    • Clearly state that you need to reset your passkey

    • Be prepared to verify your identity through alternative means

    • Follow the instructions provided by the support team

Re-establishing Passkeys After Reset

Once your passkey has been reset:

  1. Log in using the temporary access method provided by Kuda Business support

  2. Follow the prompts to create a new passkey

  3. Verify the new passkey works by logging out and logging back in

  4. If you use multiple devices, set up passkeys on each device

Compatibility Issues

Dealing with Unsupported Devices

Issue: Your device doesn't support passkeys due to hardware limitations or outdated operating systems.

Solutions:

  1. Check Minimum Requirements:

    • Verify if your device meets the minimum requirements:

      • iOS 16 or later for Apple devices

      • Android 9 or higher for Android devices

    • If your device doesn't meet these requirements, you may need to use alternative authentication methods

  2. Update Your Operating System:

    • If possible, update your device to a supported OS version

    • Check if your device manufacturer offers updates that would enable passkey support

  3. Alternative Authentication Methods:

    • Contact Kuda Business support to inquire about alternative authentication options for unsupported devices

    • Be prepared to complete additional security verification steps when using alternative methods

Alternative Authentication Methods

If you cannot use passkeys due to device limitations:

  1. Legacy Password Access:

    • Kuda Business provides password access for users with unsupported devices

    • This option requires additional security measures and verification steps

  2. Authorized Device Addition:

    • You may be able to authorize a supported device temporarily to access your account

    • This requires verification through Kuda Business support

  3. In-Person Verification:

    • In some cases, you may need to visit a Kuda Business location for in-person identity verification

    • This is typically a last resort when other options aren't viable

Preventive Measures

Avoiding Common Passkey Issues

To minimize passkey problems in the future:

  1. Keep Your Devices Updated:

    • Regularly update your device's operating system

    • Keep the Kuda Business app updated to the latest version

    • Install security patches promptly

  2. Set Up Multiple Devices:

    • Configure passkeys on more than one device as a backup

    • Ensure at least one backup device has a different operating system if possible (e.g., one Android, one iOS)

  3. Regularly Test Your Passkeys:

    • Periodically log out and log back in to ensure your passkeys are working properly

    • Practice using the QR code login method occasionally to stay familiar with the process

  4. Maintain Your Biometrics:

    • Update your biometric data periodically, especially if you experience recognition issues

    • For fingerprints, register the same finger multiple times from different angles for better recognition

When to Contact Support

While many passkey issues can be resolved using this guide, you should contact Kuda Business support if:

  1. You've lost all devices with your passkeys and cannot access your account

  2. You suspect unauthorized access to your account

  3. You've tried all relevant troubleshooting steps and still cannot access your account

  4. You need to use Kuda Business on an unsupported device

  5. You encounter error messages not covered in this guide

When contacting support, be prepared to provide:

  • Your full name and email address associated with your Kuda Business account

  • Details about your device (make, model, operating system version)

  • Specific error messages you're encountering

  • Steps you've already taken to try to resolve the issue

Related Articles
Passkeys on Kuda Business
Switching Devices with Passkeys
Passkeys FAQ – Everything You Need to Know
How to Enable iCloud Keychain for Passkeys on Your iPhone
Setting Up Passkeys on Kuda Business
Did this answer your question?