Most passkey problems come from the passkey being saved somewhere your current device can't reach, or from the request timing out. Find the message you see below.
"Use passkey on a different device" or "No passkeys available"
Your device doesn't have a passkey for PremierVPN. Usually the passkey was made on another device whose password manager this one can't read, for example a passkey made in Safari on a Mac (iCloud Keychain) used on an Android phone.
- Add a passkey on this device: sign in with your password, then go to Settings › Passkeys.
- Or choose Use passkey on a different device, scan the QR code with the phone that has your passkey, and confirm there. Turn on Bluetooth on both devices and keep them close together.
Using passkeys in the apps explains where each passkey works.
There's no "Sign in with a passkey" button
Your browser or device can't use passkeys. Passkeys need:
- iPhone and iPad: iOS 16 or later
- Mac: macOS Ventura or later with Safari 16 or later, or a recent Chrome, Edge or Firefox
- Android: Android 9 or later with Google Play services
- Windows: Windows 10 or 11 with Windows Hello set up (PIN, fingerprint or face)
Update your browser and system, and set up a screen lock (PIN, password, fingerprint or face). Passkeys can't be used without one. Some private or incognito windows also hide passkeys.
"The passkey request was cancelled or timed out."
The fingerprint, face or PIN prompt was closed, or it waited too long. Try again and confirm straight away. If your fingerprint or face isn't recognised, use your device PIN.
"That took too long. Please try again."
The sign-in request expired after a few minutes. Reload the page and try again.
"This passkey isn't linked to an account here."
The passkey you chose was removed from your PremierVPN account, or was made for a different account.
- Delete that passkey from your password manager, so it stops being offered.
- Sign in with your email and password.
- Add a new passkey in Settings › Passkeys.
"That passkey belongs to a different account."
You have passkeys for more than one PremierVPN account, and the one you picked isn't for the account you're signing in to. Try again and choose the passkey with the right email address.
"That passkey is already added to your account."
This device already has a passkey for your account, so there's nothing more to do. Use it to sign in.
"You can have up to 10 passkeys. Remove one first."
Remove a passkey you no longer use in Settings › Passkeys, such as one for an old phone, then add the new one.
"Your password wasn't right."
Adding or removing a passkey asks for your portal password to confirm it's you. Type it again, or use "Forgot password?" on the sign-in page to reset it.
"Sign in with Google or Apple again (or set a portal password), then add your passkey."
Your account signs in with Google or Apple and has no portal password. Sign out, sign in again with Google or Apple, then add your passkey within a few minutes. Or set a portal password in Settings first.
"Your device's answer could not be verified." or "Your passkey couldn't be verified."
Something went wrong between your device and us. Try again. If it keeps happening, update your browser, then remove the passkey in Settings and add a new one.
"Passkeys can't be used on this address."
You opened PremierVPN at a different web address. Passkeys only work on premiervpn.net, so open the portal at portal.premiervpn.net and try again.
"Too many attempts. Please wait a few minutes and try again."
There were several failed attempts in a short time, so passkey sign-in is paused for your safety. Wait a few minutes, or sign in with your password meanwhile.
"Access from your IP address has been temporarily blocked."
Too many failed sign-ins came from your internet connection. Wait a while and try again. If you need access sooner, email [email protected].
"This account has been locked" or "deactivated"
Email [email protected] and we'll tell you why and help you get back in.
I lost or replaced my phone
- New phone, same Apple or Google account: if your passkey was in iCloud Keychain or Google Password Manager, sign in to the new phone with the same Apple or Google account and your passkey comes back by itself. The same goes for 1Password, Bitwarden and other synced password managers.
- Lost or stolen phone: sign in on another device with your email and password (and your two-factor code or a recovery code), then remove that phone's passkey in Settings › Passkeys. The passkey still can't be used without the phone's screen lock, but removing it is the safe thing to do.
- Windows PC reset or replaced: Windows Hello passkeys stay on that PC, so add a new one.
The QR code doesn't work
- Turn on Bluetooth on both devices and keep them close together. Bluetooth checks the phone is really nearby.
- Make sure both devices are online.
- Scan with the phone's camera app. On some Android phones use Google Lens.
Still stuck?
Open a support ticket, or email [email protected] if you can't sign in, and tell us the exact message you saw, which device and browser you used, and where your passkey is saved (shown in Settings › Passkeys). You can always sign in with your email and password in the meantime.