回答
How to Troubleshoot Passkey Setup and Authentication Issues
This item explains common issues that may occur when setting up or using a passkey for login.
If you see an error such as "Unable to set up", "Authentication not progressing", or "Cannot log in", please refer to the solutions below.
Tap the links below to jump to each section:
Cause
Your current device does not have a passkey that corresponds to your account, or the passkey cannot be detected.
Solution
Please check whether iCloud Keychain (Apple) or Google Password Manager (Android / Chrome) has passkey sync enabled. For details on device settings and synchronization, refer to the following:
Ensure that you're signed in to your current device with the same Apple ID or Google account that you used when registering the passkey.
Cause
This message appears if the passkey creation or saving process was canceled, either manually or by the system. It may also occur if you're using an unsupported browser.
Solution
Make sure facial recognition, fingerprint authentication, or a PIN is preconfigured before creating a passkey. Then try signing in again using a supported browser (Sign-in page here).
For recommended browsers, refer to this article. (Only Japanese)
Cause
A general error occurred that the system cannot identify.
Solution
Before setting up a passkey on Coincheck, make sure biometric authentication or PIN setup is complete.
If not configured, please do so beforehand. See pre-setup instructions here.
If the issue persists, check the following:
- Make sure you are using a supported environment.
- Do not use private Browse or incognito mode.
- Clear your browser cache and update to the latest version.
- Refer to the app troubleshooting guide (Only Japanese)
Cause
A passkey may already be registered on the same device or account.
Solution
Check the passkeys already saved on your device. For reference, see the following guides:
If you wish to use passkeys on multiple devices, please set up passkeys individually on each device:
- App version: How to set up passkeys on multiple devices (Only Japanese)
- Browser version: How to set up passkeys on multiple devices (Only Japanese)
Cause
During passkey setup, you need to select where the passkey will be saved (iCloud Keychain, Google Password Manager, or a security key).
Solution
Choose the storage method that matches your environment (e.g., iCloud Keychain or Google Password Manager).
To use passkeys on iPhone, please enable “AutoFill Passwords and Passkeys”:
- Open the “Settings” app on your iPhone
- Tap “Passwords & Accounts”
- Tap “AutoFill Passwords”
- Turn on “AutoFill Passwords and Passkeys”
Cause
This occurs when:
- You set up passkey authentication on a different device
- The device you are logging in with either:
- does not support Bluetooth, or
- has Bluetooth turned off
Solution
- Check whether your device supports Bluetooth and whether it's enabled.
- If your device lacks Bluetooth or has it turned off, you will not be able to use passkey authentication.
If you’re unsure how to check or enable Bluetooth, please refer to your device manufacturer.
If Bluetooth is available, you can authenticate by scanning a QR code displayed on another device that has a registered passkey.
Possible causes
If you do not receive the authentication email required for registering a passkey or logging in, the following may be the cause:
- The email has been filtered into your spam or promotions folder.
- Your email settings are blocking messages from specific domains.
How to resolve the issue
- Please check all folders in your email service, including your spam and promotions folders.
- Also, make sure your email settings allow you to receive emails from the @coincheck.com domain.
For Coincheck Web Users
- Make sure you are using a supported environment
- Avoid using private/incognito mode
- Clear your browser cache and update to the latest version
For Coincheck App Users
If the problem continues, please contact support using this inquiry form and include the following details:
- Device model / OS version / browser version
- The error message displayed
- The situation during the error (e.g., during setup or login)
Once we verify your identity, we will deactivate the passkey authentication on your account.
- Go to this inquiry form
- Select the following options: “Login” > “Passkey Authentication” > “I want to deactivate my passkey”
Please attach a photo of your ID selfie and provide the required details. The ID selfie must clearly show the following in a single image:
※ Do not reuse previous photos. Submit a newly taken image on the inquiry date.
- A handwritten note with the words “Coincheck” and the current date
- A valid photo ID
- Your face (clearly visible)
For details on how to take an ID selfie, please press the following options to confirm.