Passkeys are device-bound credentials — the passkey stored on your phone or laptop must be the same one enrolled on your account. If it is not being recognised, here is why and how to fix it.
You are using a different device
A passkey is stored on the specific device (and often the specific browser) where you set it up. If you have changed phones, reinstalled your operating system, or are trying to sign in from a computer that never had the passkey enrolled, you will need to use your password instead, then enrol a new passkey on the new device.
The passkey was deleted
Passkeys can be deleted accidentally from your device's password manager (on iOS: Settings → Passwords; on Android: Settings → Passwords and Accounts). If it is gone, use your password to sign in and re-enrol a passkey from Account settings.
Biometric prompt is failing
If Face ID, fingerprint, or Windows Hello is failing to recognise you, the issue is with your device's biometric, not your Credicorp account. Try unlocking your phone or laptop with your PIN/passcode first, then attempt the passkey again. If your biometric consistently fails, re-register your face or fingerprint in your device's settings.
Fallback: sign in with your password
On the sign-in page, select Sign in with password instead. Enter your email address and password. Once in, you can enrol a fresh passkey from Account settings → Security.
If you have lost access to both your passkey and your password
Use the Forgot password link to reset your password by email. Once signed in, enrol a new passkey. If you cannot access the registered email either, contact us to go through enhanced identity verification.
See also: How passkeys work on Credicorp sign-in, I cannot sign in to my account, Document upload not working during my application.