can't add 2nd passkey

Question

I have trying for the past hour to add a 2nd passkey to my VM account, my 1st passkey is for my pc and i want to add a 2nd on my phone.

In the VM app when i select "Add Passkey" on the manage passkeys screen, it gives the error

"your passkey wasn't verified please try again or choose another way to sign in"

so i select "sign in another way" it goes to the text code entry screen, i enter the code sent in the text message and select submit, it goes back to the manage passkeys screen with the message

"You've cancelled adding a new passkey"

and it ends up with me in a loop of select add passkey > submit text code > back to manage passkeys with the above message.

am i missing something or is the app just borked?

Robert_P · Answer

Hello shadowwraith
&nbsp;
Thanks for posting in regards to setting a passkey for the phone as well as the one already set up for your PC, we appreciate you raising this via the forums.
&nbsp;
Our help and support pages here advise the following:With a passkey there’s no need to remember a password in order to sign in.
&nbsp;
Passkeys are encrypted digital authentication methods, which are created on your device using biometrics, like face or fingerprint recognition, or your screen lock. After all, as you are your strongest password, it’s much less likely for security risks to occur.
&nbsp;
Setting biometric authentication varies across devices and their software.
&nbsp;
For Apple iOS devices:
&nbsp;

Go to Settings
 Tap the Face ID &amp; Passcode or Touch ID &amp; Passcode option
 Enter your device passcode if prompted
 Follow the on-screen instructions to set up Face ID or Touch ID

For other devices, including Android:
&nbsp;
Many devices offer biometric authentication options. You can usually enable these options in your device’s settings.
&nbsp;

Look for options like Biometrics, Fingerprints, Face recognition, and set things up from there. If your biometrics are already set up, you’ll be able to toggle them on and off
 Once enabled, you'll be able to use face or fingerprint recognition instead of entering a   password or code

Are these options for the phone?

shadowwraith · Answer

biometrics are already setup on my pixel 7a, but the vm app explicitly asks for passkeys that are set for that device, which hasn't been setup yet because of the loop im stuck in.

Even google states when i try to login to the vm app

"There aren't any passkeys for oauth.virginmedia02.co.uk on this device"

EDIT: Fixed grammatical error

shadowwraith · Answer

i can access the vm app only when i've logged into the vm website on my pc first using my win hello passkey.

Matthew_ML · Answer

Sorry to hear this, are you getting any error messages when you log on with your PC?
Does it give you any information at all?

shadowwraith · Answer

no errors when logging in on pc, but when i try to add the passkey on my mobile it goes to the login loop because the passkey used to login in the first place is on my win 10 pc.

Also on the mobile app if i don't login first on pc, it gets stuck in the login > verify another way > email verification > click verify identity link on email > sent back to previous screen which has expired > back to login screen loop

none of this was an issue until VMO2 was introduced.

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can't add 2nd passkey

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