Quick fixes for the most common Passkey issues on MPChat: device too old, Passwords app missing, system sheet closed by mistake, "account does not exist or Passkey has been removed", "no Passkey for MPChat is stored on this device", face liveness rejected, and the 10-attempts-per-day limit.
Passkey troubleshooting at a glance
Most Passkey issues on MPChat fall into a small, well-understood set. Find the symptom you see, jump to the fix.
"Your current device system is too old"
Your phone runs an OS below the floor (iOS 15 or older, Android 13 or older). Passkey relies on modern OS APIs that are not available on these versions. Update the OS:
iPhone: Settings → General → Software Update. Target iOS 16 or later.
Android: Settings → System → System update. Target Android 14 or later.
If your device cannot be updated to the floor version, you must use a different phone to manage Passkey. The Passkey entry remains visible inside MPChat but creation is blocked.
"Make sure the Passwords app is installed on your iPhone"
iOS 18+ ships the system Passwords app by default. iOS 16 / 17 require a free install:
Tap Download Passwords app on the MPChat tip — opens App Store at
https://apps.apple.com/mo/app/passwords/id6473799789.Or search Passwords by Apple in the App Store and install.
After install, return to MPChat and continue Passkey setup. You do not need to sign in to Passwords separately — it inherits your iCloud Keychain.
I closed the system Passkey sheet by mistake
MPChat shows: "Passkey verification failed. Please try again or switch the verification method." Tap Got it and retry the original action — the system sheet appears again. No data is changed by closing the sheet.
"Account does not exist or Passkey has been removed"
This appears during Flow C (one-tap "Continue with Passkey") when the local Passkey on your phone references an account that has been deleted, or whose Passkey was reset on another device. Two clean fixes:
Delete the stale Passkey entry from the system Passwords app on iOS, or Google Password Manager on Android.
Sign in via phone / email + verification code, then bind a fresh Passkey from Security Center.
If you reset Passkey on another device and now want to sign in here, the cross-device QR (Flow B) also works.
"No Passkey for MPChat is stored on this device"
You tapped Continue with Passkey but no MPChat Passkey is on this phone. Either:
You never added Passkey here. Sign in with your phone / email + code, then add Passkey from Security Center (first-time setup guide).
You added Passkey on a different phone. Use cross-device login (Flow B — scan QR with the original phone).
Face Liveness keeps failing during reset
The Sumsub check is sensitive to lighting, angle, and obstructions:
Move out of strong back-light; face a soft, even light source.
Remove masks, hats, sunglasses; keep hair off your eyes.
Make sure no second face is in the camera frame.
Hold the phone at eye level and follow the head-turn / blink prompts patiently.
Wait a beat between attempts — Sumsub may need a few seconds to return verdicts.
"Face recognition daily limit reached"
You have hit MPChat's 10 attempts per calendar day safety limit on face liveness. The reset entry stays disabled until midnight in your device timezone. If this happens repeatedly, the support team will see the alert and may proactively reach out for an offline ID check.
"For your account security, please complete identity verification"
This blocks reset on accounts that have not finished KYC. Complete KYC1 first; resetting Passkey requires a verified identity to safely re-bind a new credential to your account.
Cross-device QR keeps timing out
Both phones must:
Be on the internet (cellular or Wi-Fi, doesn't have to be the same network).
Have Bluetooth enabled (the OS uses BLE for proximity proof).
Be unlocked with the original-Passkey phone within camera reach.
If the QR keeps timing out, regenerate it by tapping Use a passkey on a different device again on the device you are signing in on.
I changed my phone — do I need to redo Passkey?
Usually no. If you restored the new phone from an iCloud / Google account backup that includes Apple Keychain or Google Password Manager, your Passkey comes along automatically. If the new phone does not have it, sign in via phone / email + code, then add a new Passkey on the new phone (first-time setup) — your old Passkey on the old phone keeps working independently until you reset.
Still stuck?
Contact MPChat support from Settings → Help & Feedback → Contact Support. Never share your Passkey, OTP codes, or KYC documents outside the official channel — see Account abnormality / suspected scam — emergency help.