A passkey won't add, or I lost my phone

A passkey is a shortcut, never the only way in. You can always sign in with an email code, or with Google, Apple, or Microsoft where those buttons show. So a passkey that won’t add, or a lost phone, doesn’t lock you out.

A passkey won’t add

1. Sign in first. You add a passkey from inside the app, so sign in the usual way. Then open your profile, find the Passkeys card, and tap Add a passkey on this device.
2. Finish your phone’s prompt. The button reads “Waiting for your device…” while the prompt is open. Cancelling counts as not finishing. Success looks like “Passkey added. Next time, tap Sign in with a passkey.”
3. Read the message under the button:
   • “Your phone or password manager didn’t finish the passkey. Try again, or under More Options pick a different place to save it. You can always sign in with an email code.” Tap the button again and complete the prompt. If a password manager is in the way, pick another place to save it.
   • “This device already has a passkey for your account. Use it to sign in.” You’re set. Sign out and tap Sign in with a passkey.
   • “That took too long. Try adding the passkey again.” The request timed out. Tap the button again.
   • “Your device didn’t confirm the passkey. Try again.” Tap again. If it keeps happening, try another browser or device.
4. No button? The card says “This browser doesn’t support passkeys.” Use another browser, or skip passkeys and use the email code.

A passkey works on the web address where you made it, ride.getkickstand.app. The basics are in Signing in without a password.

My passkey won’t sign me in

• “We don’t recognize that passkey. Sign in another way, then add it again.” The passkey was removed, by you or by an officer, but your phone still lists it. Sign in with an email code, then add a new one in your profile.
• “That passkey didn’t check out. Try again.” or “That passkey didn’t work. Try your email code.” Try once more, then use the email code.
• Cancel the phone’s prompt and nothing happens. That’s normal.

If your email code doesn’t arrive either, see I can’t sign in, or my code doesn’t arrive.

I lost my phone

There are no passwords, so there’s nothing to reset.

1. Sign in on another device. Open https://ride.getkickstand.app/login and use an email code, or Google, Apple, or Microsoft. You don’t need the lost phone’s passkey.
2. Clear the old passkey. In your profile, find it on the Passkeys card. Each one is named for its device, such as iPhone or iPad, Android phone, Mac, or Windows PC, with the date you added it. Tap Remove beside it and confirm.
3. Add one on your new phone. Tap Add a passkey on this device there.
4. Think about the lost phone. You stay signed in on a phone for about 30 days after you last open the app. The app has no button for signing out your other devices. Ask a chapter officer to do it for you. On Members, they open your page and, under Signing in, tap Sign out everywhere and Remove passkeys. The first signs you out on every phone and computer where you’re signed in, and you sign back in with an email code. The second clears your passkeys, and you can add a new one. The buttons show how many devices and passkeys you have, and only appear when there’s at least one. See Manage a member.
5. Check your email too. Sign-in codes go to your email, so if your email app is on the lost phone, secure that account as well.

When to ask for help

Ask your chapter’s officers first, since they can sign you out everywhere and remove passkeys. For account problems, write to hello@getkickstand.app.