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lindros99

5 Messages

Friday, April 7th, 2023 12:40 PM

Passkey error - app AND support site

Trying to use passkey on previously registered iPhone. Using latest SimpliSafe app (updated this week) - 2078.65.0. 

repeated errors. Cannot resolve. 

Post

 • 

Updated 

7 months ago

822

3

davey_d

Community Admin

 • 

5.6K Messages

1 year ago

Hi @lindros99 ,

Thanks for reporting! I checked in with our security dev team to get an answer to this. It seems that you had biometric login set up, and part of that process involves your phone's Security Chain. And as of the time of that screenshot, there may have been a discrepancy in your iCloud Keychain and what the SimpliSafe login has.

You might want to try setting up biometric login again:

  1. Follow these instructions from Apple, find the settings for the SimpliSafe app, and delete the existing Passkey.
  2. Log into the SimpliSafe app using a different method for MFA (e.g. via SMS)
  3. Once logged in, navigate to ☰ Menu > Manage Account > Multi-Factor Authentication
  4. Enter your login details again
  5. Select Log in Faster to re-enable biometric login.

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0

lindros99

5 Messages

1 year ago

The issue - apologies for the delay - is when there are multiple accounts or was an iOS upgrade - or even accidentally bypassing the biometric / keychain ONLY once. At which point it gets corrupted.

this is now exacerbated by multiple - Google, MSFT, Okta - passkey options on a device. In addition to Apple.

4

marcNJ

1 Message

@lindros99​ If this is the case passkey is a total disaster and not well thought out early on here. 

I have same issue with my iphone/passkey.  Never set it up before and get same error as OP here.

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1 year ago

0

emily_s

Community Admin

 • 

3.1K Messages

Hi @lindros99 and @marcNJ​,  

It sounds like there may be an issue with the token from Apple that allows you to log into the SimpliSafe app. I've gone ahead and forwarded both of your cases to our specialist team - they'll be able to reset this to clear out this error. Someone will reach out soon, so keep an ear out for their call!

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1 year ago

0

SangalliJ

1 Message

This is happening to me also

This reply has been converted into a comment

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7 months ago

lindros99

5 Messages

@emily_s​ how’s that socialist - sorry, specialist - team doing?

it’s still broken. 

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7 months ago

0

SangalliJ

1 Message

7 months ago

This is happening to me also

This comment was created from this reply

2

0

emily_s

Community Admin

 • 

3.1K Messages

@SangalliJ​ If you haven't already, I would recommend removing the passkey on your device and setting up biometric login again by taking these steps:

  1. Follow these instructions from Apple, find the settings for the SimpliSafe app, and delete the existing Passkey.
  2. Log into the SimpliSafe app using a different method for MFA (like SMS for example)
  3. Once logged in, navigate to ☰ Menu > Account Settings > Multi-Factor Authentication
  4. Enter your login details again
  5. Select Log in Faster to re-enable biometric login

If that does not help you access the SimpliSafe mobile app, please let me know!

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7 months ago

0

lindros99

5 Messages

@emily_s​ you don’t understand. 
boilerplate is wrong. 
and it locks people out. 

I have filed a complaint to ban/block SimpliSafe from offering monitored security services in two states I own homes, over this, because of your slow, lazy “LaKeysha”.

this is a much bigger deal than your FAQ indicates. Especially in an emergency situation.

(edited)

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7 months ago

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