Troubleshooting passkeys

To find the right solution, choose the scenario that matches your situation:

• The passkey prompt does not appear
• Pleo says it couldn’t use or set up the passkey
• The wrong passkey or account appears
• Use a passkey from another device
• My device or browser doesn’t support passkeys
• I lost access to the only passkey
• Pleo asks me to update the app

The passkey prompt does not appear

• Check your device, browser and app is on the latest version and supports passkeys. Install current browser and operating-system updates, and use the latest Pleo app.
• Make sure your device has a screen lock enabled.
• Check that the password manager or device account holding your passkey is available.
• Return to Pleo and select Continue with passkey again.

Pleo says it couldn’t use or set up the passkey

Try once more from the Pleo screen. If it fails again:

• Use another current browser or supported device.
• Select Use another passkey if one is available.
• Check whether your organisation restricts password managers, security keys, or browser authentication.

The wrong passkey or account appears

Open the browser or device passkey chooser and select another account, device, security key, or password manager. Make sure the email associated with the passkey matches the Pleo account you are trying to access.

Use a passkey from another device

1. Select the option to use another passkey or device.
2. Scan the QR code with the device that holds the passkey.
3. Enable Bluetooth on both devices and keep them nearby.
4. Approve the request on the device with the passkey.

My device or browser doesn’t support passkeys

An unsupported device or browser can prevent passkey setup or stop the authentication prompt from appearing. Check your versions against the minimums listed in the feature documentation:

• Mobile operating system: iOS 16+ or Android 9+.
• Desktop operating system: macOS 13 Ventura+ or Windows 10+.
• Browser: Safari 16.0+ on iOS or 16.1+ on macOS; Chrome 108+; Edge 108+; Firefox 122+.

These are minimum versions, not the latest releases. Install current operating-system and browser updates, and use the latest available Pleo app. Check that your device has a screen lock enabled and that the credential manager holding your passkey is available.

If you cannot update, try another supported browser or device. If your passkey is on another nearby device, follow Use a passkey from another device above; that flow depends on supported devices, Bluetooth and proximity.

If no supported device is available, contact Pleo Support to discuss an unsupported-device exception request. Approval and availability must be confirmed; this is not a general recovery bypass. Older methods remain documented only for eligible migration or approved-exception journeys. If no registered passkey is usable, follow the recovery guidance instead.

I lost access to the only passkey

• If your passkey was saved in Apple, Google or another password manager, try signing in to the same account on your new device. Your passkey may still be available. If you cannot access that account, ask the provider for help.
• If you still cannot use a passkey, contact your company admin first. If they cannot help, they should contact Pleo Support.
• Follow the identity checks and setup instructions to create a new passkey on your own device.

Pleo asks me to update the app

Install the newest version from the official app store. Older versions may be blocked because they cannot complete passkey authentication safely.

Contact your company admin first

Reach out to your admin for passkey recovery, if your admin cannot resolve the issue, the admin should escalate to Pleo Support. If no authorised admin is available, contact Pleo Support. Include:

• The exact error message.
• Your device and operating-system version.
• Your browser or Pleo app version.
• Whether another enrolled passkey is available.
• Whether the device was lost, stolen, or may be compromised.

Never share a passcode, QR code, verification code, recovery link, or passkey with anyone.