If you're having trouble setting up or using your passkey, we're here to help. Most issues are quick to resolve, and the steps below can guide you through common scenarios. If you need a hand, our Member Services team is ready to assist.
Account access and verification issues
Can’t remember your password during passkey setup?
No problem — there's now a secure way to move forward without getting locked out. If you enter your password incorrectly twice during Passkey setup, you’ll be guided through a secure identity verification process using Selfie Identity Verification (IDV). This helps protect your account while keeping the setup experience smooth and secure.
Here's how it works:
After two incorrect password attempts, you’ll see the option to verify your identity using Selfie IDV. You can only use this option in the mobile app.
Take a photo of a government-issued ID (like a driver’s license or passport) using your mobile phone.
Take a selfie, which will be compared with the photo on your ID.
Confirm your phone number and email address to complete the process.
If your contact information is missing or outdated, you’ll be able to update it.
Once verified, you’ll return to the passkey setup flow.
Using a desktop?
No problem — just scan the QR code shown on screen to complete the Selfie IDV process on your phone. Once you're verified, you’ll automatically return to your original device to finish setting up your passkey.
Selfie IDV is a one-time step designed to enhance security and reduce friction during setup. Identity verification is powered by a trusted third-party provider, and all images are deleted or securely stored briefly in accordance with strict privacy standards.²
You’re not receiving verification codes
This is a common issue, and it’s usually due to one of the following:
Push notifications may be turned off — Check your device settings to make sure app notifications are allowed. You’ll need them turned on to receive verification prompts and alerts.
Cellular data or Wi-Fi may be limited — A weak or unstable internet connection can delay or block code delivery. Make sure you’re connected to a strong network—especially during setup.
Your mobile carrier may be blocking messages — Some carriers block short-code messages used for verification. Contact your carrier to ensure they’re allowed on your plan.
You may have selected the wrong phone number during setup — Tap “I don’t recognize this number” to use the phone finder tool and select or update the correct number.
Your contact information may be outdated — Double-check that the phone number or email on your account is current. You can update this in your account settings.
You received an email that Passkey is enabled, but weren’t prompted to set it up
This might mean you have more than one account, and Passkey is only enabled on one. Check your account settings or try logging in with any alternate emails you may have used.
Device compatibility and setup
You’re unsure if your device supports passkeys
Passkey is supported on most up-to-date devices*. Here’s a quick check:
Mobile:
iOS 16+ (Safari)
Android 10+ (Chrome)
Desktop:
Windows 10+ (Edge/Chrome)
macOS Ventura+ (Safari/Chrome)
ChromeOS 109+
Browsers:
Safari 16+
Chrome 109+
Edge 109+
Firefox 122+
If your device is up to date and has screen lock (PIN, Face ID, etc.) enabled, it should support passkeys.²
See additional details here.
I do not have a device compatible with this list. What should I do?
While passkey is required for digital access, Member Services can securely assist you over the phone with most account needs.
You can’t save a passkey — only see “security key” option
This usually means your device doesn’t have a secure screen lock (like a PIN, fingerprint, or Face ID) set up. You can:
Turn on a PIN or biometric lock in your device settings and try again.
Use a Security Key USB (like a YubiKey).
⚠️ A flash drive is not the same as a security key — they may look similar but serve different purposes. Flash drives cannot be used for passkey login.
If your device isn’t compatible or you prefer not to use these tools, we can still help you manage your account over the phone.
You’re using a work computer
Some work devices may block the ability to save passkeys. If you're running into issues:
Try using a personal device (like a phone or tablet) to scan the setup code.
Try saving the passkey using your browser’s built-in password manager (e.g. chrome, Microsoft Edge, etc.).
If it still doesn’t work, check with your employer’s IT team to:
Confirm whether passkeys are restricted
Help with device-specific settings
One-time passcodes (OTP) and phone numbers
You didn’t receive your one-time passcode (OTP)
Here’s what to check:
Notifications — Make sure app or SMS notifications are turned on.
Delivery method — Was the code sent via text or voice call?
Using a landline? — Landlines can receive a voice call with the OTP, but text messages can’t be delivered to them.
Spam folder — If the OTP was sent by email, check spam or junk folders.
Try again — If you haven’t already, request a new code.
If you’ve tried all of the above and still don’t receive the code, it may be a carrier or device issue. Try restarting your phone or using an alternate method.
You don’t have a primary email on file
If you’re prompted to add an email during login, we’ll send your OTP there. If you don’t receive it:
Make sure you entered the right address and can access it.
Double-check spelling.
Check your spam folder.
If you've double-checked everything and still aren't getting the code, try adding a different email address.
Your phone number isn’t being recognized
If you're trying to verify your identity but aren’t receiving a code or can’t proceed, it may be due to the phone number you entered not matching what we have on file.
Here’s what you can try:
Enter a different phone number you currently use or have access to.
Make sure your mobile number is able to receive SMS messages (short-code texts).
Check with your carrier if messages might be blocked.
If you continue having issues, double-check the number you entered or reach out to Member Services for help verifying your contact info.
Login tips and VPN troubleshooting
Using a VPN?
Sometimes VPNs can interfere with login. Try this:
Turn off the VPN.
Attempt to log in again.
If the issue persists — try using a device that does not have a VPN enabled.
Deleting a passkey
Need to remove a passkey from your device?
You’ll need to do this from your device settings. If you're not sure how, search online for instructions specific to your device (e.g., “remove passkey on iPhone”).
Still need help?
We’re here for you. If any of the steps above didn’t resolve your issue — or if you’re not sure where to start — don’t hesitate to contact Member Services by calling 844.373.6979. We're happy to guide you through the process and make it as smooth and stress-free as possible, 24/7
¹Passkey set up is also available online using a desktop, laptop or tablet computer. A valid phone number is required to register a passkey. HealthEquity offers multiple authentication options to ensure accessibility. See our Health Equity Digital Accessibility Statement.
²See our Biometric Data Policy.
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