> ## Documentation Index
> Fetch the complete documentation index at: https://docs.byzantine.fi/llms.txt
> Use this file to discover all available pages before exploring further.

# Passkey reset

> How to troubleshoot passkey issues and reset your passkey with help from Byzantine.

A passkey is a secure key stored on your device that allows you to approve transactions on Byzantine, such as deposits and withdrawals. It works with your fingerprint, face scan, or device PIN. For more on how passkeys work, see [Understanding passkeys](/documentation/account-management/passkeys).

If you lose access to your passkey for any reason, this page covers the recovery steps. If you have already tried the troubleshooting steps below and need a reset, contact the Byzantine team at [info@byzantine.fi](mailto:info@byzantine.fi) to schedule a short call.

## Things to try first

Most passkey issues come down to being on the wrong device or browser profile. Before requesting a reset, work through the following.

<AccordionGroup>
  <Accordion title="Refresh the page and try again">
    The passkey prompt can occasionally fail to appear due to a temporary browser issue. Close the tab, reopen it, and try the action again.
  </Accordion>

  <Accordion title="Check your Chrome profile">
    Chrome stores passkeys per profile. If you are signed into a different Chrome profile than the one used during account creation, your passkey will not appear. Switch to the correct profile and try again.
  </Accordion>

  <Accordion title="Check you are on the right device">
    Passkeys are tied to a specific device. If the account was created on a laptop, the passkey will not be available on a phone, and vice versa. Return to the original device.
  </Accordion>

  <Accordion title="Check your password manager or keychain">
    If you use a password manager (such as 1Password or Google Password Manager) or Apple's iCloud Keychain, make sure it is signed in and unlocked. Your passkey may be stored there.
  </Accordion>
</AccordionGroup>

If none of the above resolves the issue, a passkey reset is required. Contact the Byzantine team at [info@byzantine.fi](mailto:info@byzantine.fi) to get started.

## How the reset works

The Byzantine team can set up a new passkey on a short call, typically five minutes or less. A call is necessary for security reasons - your passkey authorises transactions on your account, meaning your identity must be confirmed first.

<Warning>
  Before the call, make sure you are on the device and browser profile where you want the new passkey. The passkey will be created on whatever device and profile is in use during the reset.
</Warning>

<Steps>
  <Step title="Open the recovery page">
    The Byzantine team will direct you to a recovery page in the app during the call.
  </Step>

  <Step title="Enter the first code">
    You will receive a code during the call. Paste it into the recovery page.
  </Step>

  <Step title="Enter the email code">
    A second code will arrive by email. Paste that into the recovery page as well.
  </Step>

  <Step title="Set your new passkey">
    Your browser will prompt you to create a new passkey. Confirm with your fingerprint, face scan, or device PIN, just as during initial account setup.
  </Step>
</Steps>

Once all four steps are complete, reload the page. Your new passkey is active immediately.