Set up Passkey

This guide is for site admins who manage the community and also use it as regular users. It explains passkeys in simple terms and helps you decide when and how to offer them to your members.

Passkeys let people sign in with the device unlock method they already use, such as Face ID, Touch ID, fingerprint, Windows Hello, passcode, or PIN. They are faster than typing a password and harder for attackers to steal.

What Passkeys Mean for Your Community

Passkeys are an additional sign-in option. They do not remove passwords unless your site has a separate policy that does so.

For most communities, passkeys are best introduced as a convenient and secure alternative:

Members can still sign in with a password.
Members can add a passkey from their account settings.
Members can use passkeys on trusted personal devices.
Members can remove passkeys they no longer use.
Admins can guide members if they lose a device or cannot use a passkey.

Why Enable Passkeys?

Passkeys improve the sign-in experience for both members and admins.

Faster sign-in: Members can sign in with a quick device prompt.
Less password friction: Fewer people need to remember or type passwords.
Better protection: Passkeys are much harder to phish than passwords.
Safer admin accounts: Admins can protect their own accounts with stronger sign-in.
Friendly fallback: Password sign-in remains available when passkeys are not possible.

What Members Need

Before promoting passkeys to your members, make sure they understand the basic requirements.

Members need:

A personal device they trust.
A modern browser or supported mobile app.
A screen lock on the device, such as fingerprint, face unlock, passcode, or PIN.
Access to their password as a backup.

Passkeys are best for personal phones, tablets, and computers. They are not recommended on shared or public computers.

Recommended Admin Rollout

Start With Admin Accounts

Before asking members to use passkeys, admins should try them first.

Sign in to your admin account.
Open your account settings.
Go to Passkeys.
Add a passkey on your main personal device.
Sign out.
Sign in again with the passkey.
Confirm that password sign-in still works.

This helps you understand the experience before members ask questions.

Test With a Small Group

After admins test passkeys, invite a small group of trusted users or moderators to try them.

Ask them to check:

Whether adding a passkey is easy to understand.
Whether sign-in works on their device.
Whether the wording in prompts is clear.
Whether password fallback is easy to find.
Whether any device or browser causes confusion.

Collect feedback before announcing passkeys to everyone.

Announce to All Members

When you are ready, explain passkeys in simple language.

Example announcement:

You can now add a passkey to sign in faster and more securely. A passkey lets you use your device unlock method, such as Face ID, fingerprint, Windows Hello, passcode, or PIN. Your password still works as a backup.

Keep the message short. Link members to the user guide for step-by-step help.

What Admins Should Check

Passkey Settings Are Available

Make sure members can find Settings > Passkeys in their account.

From there, members should be able to:

Add a new passkey.
See their existing passkeys.
Rename a passkey.
Delete a passkey.

The sign-in flow should be easy to understand.

Members should be able to:

Enter their email or username.
Continue to the next step.
Use a passkey if they have one.
Use their password if they prefer or if passkey sign-in fails.

Password fallback is important. Do not position passkeys as the only way to sign in unless your organization has made that decision clearly.

The Passkey Suggestion Is Helpful

If your site shows a suggestion after login, it should only appear for members who can create passkeys and do not already have one.

The suggestion should feel helpful, not blocking. Members should be able to:

Choose to set up passkeys now.
Choose not to set them up right now.
Continue using the site normally.

How to Test as an Admin

Use a test account when possible.

Add a Passkey

Sign in with a password.
Go to Settings > Passkeys.
Select Add Passkey.
Follow your device prompt.
Give the passkey a clear name, such as Admin iPhone or Office Laptop.
Confirm that the passkey appears in the list.

Sign out.
Go to the login page.
Enter the same email or username.
Continue to passkey sign-in.
Confirm using your device prompt.
Make sure you are signed in successfully.

Test Password Fallback

Go to the login page.
Enter the email or username.
Choose Use Password.
Sign in with the password.

This confirms members can still access their accounts if a passkey is unavailable.

Rename and Delete a Passkey

Go to Settings > Passkeys.
Rename the test passkey.
Delete the test passkey.
Sign out and confirm that password sign-in still works.

Guidance for Member Support

When a member reports a passkey issue, keep the conversation simple.

Ask:

What device are you using?
What browser or app are you using?
Are you trying to add a passkey or sign in with one?
Do you still have access to your password?
Do you see an error message?

Do not ask for:

Their password.
Their device PIN.
A fingerprint or face scan.
Any private security key information.

Common Member Questions

Do Passkeys Replace Passwords?

No. A passkey is another way to sign in. Members should keep their password as a backup.

Can Members Use Passkeys on Shared Computers?

It is not recommended. Passkeys are best for personal devices. On shared or public computers, members should use their password and sign out when finished.

What Happens If a Member Loses a Device?

The member should sign in with their password on another device, go to Settings > Passkeys, and delete the passkey for the lost device.

If they cannot sign in, follow your normal account recovery process.

Can a Member Have More Than One Passkey?

Yes. Members can add passkeys for multiple trusted devices, such as a phone and a laptop.

Is Biometric Data Stored by the Site?

No. Fingerprints, face scans, passcodes, and PINs stay on the member’s device. The site only receives a secure confirmation that the member approved the sign-in.

Troubleshooting

The Member Does Not See the Passkey Option

Possible reasons:

They have not added a passkey yet.
Their browser or device does not support passkeys.
They are using a shared or restricted device.
They are using a different device from the one where the passkey was created.

Ask them to sign in with their password and add a passkey from Settings > Passkeys.

The Passkey Prompt Was Cancelled or Timed Out

This often happens when the member closes the prompt, waits too long, or locks the device.

Ask them to try again. If it still fails, they can choose Use Password.

The Member Changed Devices

If a member gets a new phone or computer, they may need to add a new passkey.

Ask them to:

Sign in with their password.
Go to Settings > Passkeys.
Remove old passkeys they no longer use.
Add a new passkey on the new device.

The Member Is Using a Mobile App

If passkey sign-in does not work inside a mobile app, ask the member to try:

Updating the app.
Updating the operating system.
Signing in through the website as a fallback.
Using password sign-in until the issue is reviewed.

If the issue affects many mobile app users, contact your technical team or MetaFox support.

Best Practices for Admins

Add passkeys to admin accounts first.
Keep password sign-in available as a fallback.
Encourage members to use passkeys only on trusted personal devices.
Use clear names for admin passkeys, such as Admin MacBook.
Remove passkeys from devices you no longer use.
Remind members that the site does not store fingerprints, face scans, or device PINs.
Test passkey sign-in after major site, browser, or app updates.

Suggested Help Text for Members

You can use this text in announcements, help pages, or onboarding messages.

Passkeys are a faster and safer way to sign in. You can use your device unlock method, such as Face ID, fingerprint, Windows Hello, passcode, or PIN. Your password still works as a backup. To get started, go to Settings > Passkeys and add a passkey on a trusted personal device.

When to Contact Technical Support

Contact your technical team or MetaFox support if:

Passkeys fail for many users.
Passkeys work on the website but not in the mobile app.
Users see repeated security or origin errors.
The passkey setup page is missing.
The login flow does not show password fallback.
Admin accounts cannot sign in with either passkey or password.

When reporting an issue, include:

The device type.
The browser or app version.
Whether the issue happens during setup or sign-in.
The exact error message, if available.
Whether password sign-in still works.

Need Help?

If you still need help, contact support:

Email: support@metafox.com
Help Center: https://help.metafox.com
Community Forum: https://community.metafox.com

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