It can happen that the creation of a passkey fails. The causes can be varied. The following steps will help you resolve the issue on your own:
Step 1 – Try again
Session timeouts or temporary connection issues can cause the creation to abort. Simply try again.
Step 2 – Check required systems
Make sure all necessary components are active and correctly set up. This includes Windows Hello, an active browser extension of your password manager, or other login methods you wish to use.
Step 3 – Update your browser and operating system
Outdated browser or operating system versions can prevent passkey creation. Make sure your browser and operating system are up to date, both on your computer and on your mobile device.
Step 4 – Restart your device
Restarting your device can resolve temporary system errors and allow the passkey creation to proceed.
Step 5 – Try a different browser or device
If the problem persists, try using a different browser or device. This helps determine whether the issue is device- or browser-specific.
Step 6 – Note for corporate users
On company-managed devices, certain system functions or browser extensions may be restricted or blocked by the IT administrator. If you are unsure whether the required systems are available in your environment, please contact your internal IT department before taking further steps.
If the problem persists, please contact our service team via the contact form. Please provide as much information as possible, such as which device and browser you are using, which error message appears, and at which step the creation fails. This helps us resolve the issue quickly and effectively. Alternatively, you can complete the registration with a classic password and add a passkey at a later stage: How do I add a passkey to my account?