What if my passkey or authenticator app set up didn't work?

Not all devices are compatible with passkeys and/or authenticators. Check your device compatibility.

To use a passkey, you need to have a device that can be unlocked using biometrics (fingerprint or facial recognition), a PIN or a swipe pattern.

To use an authenticator, your device needs to generate the one-time security codes. If you have an Apple device such as an iPhone, you may be able to use the device’s in-built password functionality to do this – but it depends on the device and operating system. Otherwise, you may need to install an authenticator app on your device.

To use an authenticator app, your software needs to be up to date, and you need to have installed the app on your phone before setting it up in Member Online.

Some privacy settings and ad blockers can also affect passkey or authenticator set up. Please check your settings and compatibility and contact us if you need help troubleshooting.