Getting help with passkeys
Although passkeys have been around for several years and is a mature technology, they are quite new to most users and software is evolving quickly to work with passkeys as they become more popular. They rely on several components supplied by a number of third-parties, such as Microsoft, Apple and Google and each vendor may have different requirements that need to be met. For more details refer to the detailed passkey user guide notes below or search the internet for 'passkeys' for more information.
We provide the ability to use passkeys and support their use with our website, just like passwords. We recommend that you review the passkey notes provided, but ultimately, it is up to you whether you want to use passkeys and how you manage them.
Minimum system requirements
A modern, up to date computer/device with modern browser and operating system software:
• Windows Hello login: Windows 10, 11 or higher with Windows 'Hello' sign-in service enabled*
• Mobile phone login: A mobile device that runs at least Apple iOS 16 or Google Android 9 or higher (AND a computer that supports Bluetooth)
• A hardware security key that supports the FIDO2 protocol
* Apple macOS 11, or Google ChromeOS 109, or newer. running equivalent sign-in services.
For Apple iOS or macOS: iCloud Keychain: When you set up a passkey on your Apple device, it may prompt you to enable your iCloud Keychain if not set up already.
PLUS - A supported browser: Chrome 109, Safari 16, Edge 109, Firefox 122 or higher/more recent versions.
Note: Not all browsers are compatible with passkeys. Check with the browser vendor for passkey support.
Troubleshooting:
To ensure the best passkeys experience, make sure your operating system and browser are up to date as noted above. Most systems updated within the last two years should be compatible.
We recommend that you use the 'Windows Hello' PIN sign-in option as your first passkey. You may need help from your system administrator to set this up. If this works, then any other method should work.
If you're trying to setup a passkey with your mobile phone and a desktop computer, make sure the desktop computer has Bluetooth capability. This is necessary because the phone needs to negotiate access with the desktop computer and also both devices need to be physically close to each other. Most desktops don't have Bluetooth capabilities, but can be upgraded to enable this capability. If you're using a laptop (or similar portable device, like a tablet), Bluetooth may need to be enabled on the device. If you are are unable to enable this service, try asking your system administrator for help. Until this is resolved, we suggest you use the 'Windows Hello' sign-in options instead, at least to start with.
Based on your operating system and browser, you may not be able to create or use passkeys while in 'incognito mode' ('private browsing' mode).
Recent versions of Windows (from version 10) include either 'Windows Hello' or 'Windows Hello for Business' sign in services. These services may offer different options, but operate in a similar manner. Please consult Microsoft support for details.
If a face scan does not work, you will be prompted to enter your Windows Hello PIN. If you have forgotten the PIN you will need to contact your support team. You can still sign in with your original user name/email and password. If you've forgotten your password, you can ask for a password reset.
If the passkey registration fails or the sign in is not recognised, the system will issue error messages. Please share these messages with support to help resolve any issues. The error messages are a bit technical - we suggest you just try the sign in again.
Support options
We'll try to resolve any issues with passkey registrations and using passkeys to sign-in, but we can't advise on the use or maintenance of passkeys outside our website. If you need help, advice or support on any of the following topics, you will need to refer to other support services:
• matters related to your desktop or laptop hardware, operating system and software, such as the 'Windows Hello' sign-in service or your browser
• matters related to your mobile phone, it's operating system or installed 'apps'
• matters related to USB security keys, smartcards or other security devices
• any software used to manage or synchronise passkeys across devices or accounts, such as password managers.
For help with any of the above, you should consult the relevant vendor or your IT/computer services support team or search the internet for details.