⚡ Quick answer
Most common cause: other apps such as Singpass, Google or Chrome are turned on to store passkeys on your phone. The system hands the MPChat Passkey request to one of them, and saving fails.
Fix in one line: on iPhone, go to Settings → General → AutoFill & Passwords and keep only Apple's own “Passwords” under AutoFill From. On Android, search Settings for “passkey” and set Preferred service to Google. Then add the Passkey again in MPChat.
MPChat Passkey setup failed: another app pops up, or the device is not supported
A Passkey replaces your password with Face ID, a fingerprint or your face. When you add one, your phone shows a system sheet asking where to save it. If that sheet belongs to Singpass, Google or another app, or does not appear at all, the Passkey cannot be added.
This article covers 8 common cases for iPhone and Android, organised by what you actually see. It applies to iOS 16 or later and Android 14 or later.
🧭 Find your case
Phone | What you see | Go to |
iPhone | Singpass, Google, Chrome or another app pops up | |
iPhone | Asked to install the Passwords app | |
iPhone | Nothing pops up, or taps do nothing | |
Android | Another app pops up, or saving fails | |
Android | Device not supported, or cannot add at all | |
Android | Nothing pops up | |
Both | System version too old | |
Both | You closed or cancelled the sheet by mistake |
✅ What the normal flow looks like
iPhone: after you tap add Passkey, Apple's own save-passkey sheet appears, with the Face ID icon and the MPChat icon. Tap Add Passkey and confirm with Face ID.
Android: a system save sheet appears, with Google Password Manager (or your phone's built-in password service) as the save location. Confirm with your fingerprint or face.
If what you see is different, or the flow is stuck, use the table above.
🍎 Part 1: iPhone
Case 1: Singpass, Google, Chrome or another app pops up and you cannot finish
Fix in one line: under Settings → General → AutoFill & Passwords, keep only Apple's “Passwords” turned on under AutoFill From, turn off Singpass, Chrome, Google and every other app, then add the Passkey again.
What you may see
Singpass shows that Singpass sign-in is not available here and asks you to close the window and use another method
Google or Chrome asks you to verify your Google account or enter your Google Password Manager PIN, but the PIN cannot be entered or is rejected
A sheet from another password manager (for example 1Password) appears
Why it happens
Other apps are turned on to store passkeys on your iPhone. iOS hands the MPChat Passkey request to one of them, and that app cannot save it for MPChat.
Step by step
Open Settings → General → AutoFill & Passwords. On iOS 17, open Settings → Passwords → Password Options.
Make sure AutoFill Passwords and Passkeys is on.
Under AutoFill From, keep only Apple's own “Passwords” turned on. Turn off Singpass, Chrome, Google and every other app.
Go back to MPChat and add the Passkey again from Profile → Security Center → Passkey. This time Apple's own save-passkey sheet appears. Tap Add Passkey and confirm with Face ID.
💡 Keep only “Passwords” turned on under AutoFill From
If you turn the other apps back on, later Passkey sign-ins and verifications may be blocked again.
Case 2: “Make sure the Passwords app is installed on your iPhone”
Fix in one line: install Apple's free Passwords app from the App Store, then try again (iOS 18 and later already include it).
More details in MPChat Passkey troubleshooting.
Case 3: Nothing pops up, or taps do nothing
Fix in one line: make sure a passcode is set and iCloud Keychain is on, switch to a stable network, then try again.
Check the following in order:
Passcode: open Settings → Face ID & Passcode and confirm a passcode is set. A Passkey cannot be created without one.
iCloud Keychain: open Settings → your Apple Account → iCloud → Passwords & Keychain and confirm it is on.
Network and battery: switch to a stable network, turn off Low Power Mode, and try again.
🤖 Part 2: Android
Case 4: Another app pops up, or saving fails
Fix in one line: search Settings for “passkey”, set Preferred service to Google, turn off Singpass and other providers, then add the Passkey again.
What you may see
The save sheet belongs to Singpass, Samsung Pass, 1Password, Bitwarden or another app instead of Google Password Manager, or saving fails halfway.
Why it happens
Your phone's Preferred service is set to another app. The MPChat Passkey is handed to it, and it cannot save it for MPChat.
Step by step
Open system Settings, type “passkey” or “autofill” in the search box at the top, and find Preferred service.
Change the preferred service to Google, and turn off Singpass and any other providers.
Go back to MPChat and add the Passkey again. If the save sheet offers “Save to another location”, choose Google Password Manager.
Reference paths for common brands (menu names can differ slightly; if you cannot find them, use Settings search)
Brand | Settings path |
Pixel and stock Android | Settings → Passwords, passkeys & accounts → Preferred service → Google; turn off unwanted apps under Additional providers |
Samsung | Settings → General management → Passwords, passkeys, and autofill → Preferred service, change from Samsung Pass to Google; turn off other apps under All services |
Xiaomi, Redmi, POCO | Settings → Additional settings → Languages & input → Passwords & accounts → Google |
OPPO, vivo and other brands | Use Settings search for “passkey” or “autofill” |
Case 5: Device not supported, or Passkey cannot be added at all
Fix in one line: sign in to a Google account and update Google Play services; pure HarmonyOS phones and phones without Google services are not supported yet, so add the Passkey from another device.
Try this first
Make sure you are signed in to a Google account on the phone.
Update Google Play services from your app store.
⚠️ These phones cannot add an MPChat Passkey for now
If your phone is one of these, add the Passkey from an iPhone (iOS 16 or later) or an Android phone with Google services (Android 14 or later), or contact in-app live support.
Pure HarmonyOS phones (HarmonyOS NEXT and later)
Android phones without Google services, for example some Huawei and Honor models and phones running mainland-China ROMs
Case 6: Nothing pops up
Fix in one line: set a screen lock and enrol a fingerprint or face, then add the Passkey again.
Make sure a screen lock (pattern, PIN or password) is set and a fingerprint or face is enrolled. A Passkey cannot be created without a screen lock.
🔧 Part 3: Both systems
Case 7: System version too old
Fix in one line: update to iOS 16 or later, or Android 14 or later.
iPhone: Settings → General → Software Update
Android: Settings → System → System update (the path differs slightly by brand)
Case 8: You closed or cancelled the sheet by mistake
Fix in one line: just tap add again. Closing the sheet does not affect your account or funds.
❓ FAQ
Why does Singpass or Google pop up instead of Apple's sheet when I add a Passkey?
Because those apps are turned on to store passkeys on your phone, so the system hands the save request to them. They cannot save it for MPChat, so setup fails. Switch AutoFill From (iPhone) or Preferred service (Android) back to the system's own service.
I am not in Singapore. Can this still happen to me?
Yes. Singpass only appears if it is installed on your phone, but any other password-type app that is turned on, such as Google, Chrome or 1Password, can intercept the save request in the same way.
Will turning off AutoFill for other apps delete what they have saved?
No. It only stops them from filling and saving passkeys at system level. What is already stored inside those apps stays in the apps.
After the Passkey is added, do I need to keep only “Passwords” turned on?
We recommend it. If you turn the other apps back on, later Passkey sign-ins and verifications may be blocked again.
Does a failed Passkey setup affect my account or funds?
No. A failed or cancelled attempt only means no Passkey was saved. Your account data and funds are not changed.
What if my phone does not support Passkeys?
Add the Passkey from an iPhone (iOS 16 or later) or an Android phone with Google services (Android 14 or later), or contact in-app live support.
What is a Passkey, and why add one?
A Passkey (通行密钥) replaces your password with Face ID, a fingerprint or your face. MPChat uses it to protect sign-in and fund-related actions. See MPChat Passkey overview.
💬 Still stuck? Contact live support
Contact in-app live support and include the following
A screenshot or screen recording of the problem
Your phone model and system version
A screenshot of the password settings page: AutoFill & Passwords on iPhone, or the Preferred service page on Android