Persistent Issue Adding Passkeys to Account

Question

Hi,

I'm reaching out to seek assistance and share my ongoing issue regarding the addition of passkeys to my account.

For over a month now, every time I attempt to add a passkey, I encounter the following error message:

"An error occurred while adding a passkey. Please try again later."

Despite numerous attempts to resolve this on my own and waiting for the issue to be resolved, the error persists. Here are some steps I have already taken in an attempt to fix the problem:

Clearing Cache and Cookies: I cleared my browser cache and cookies, thinking it might be a browser-related issue.
Using Different Browsers: I have tried adding the passkey using different browsers (Chrome, Firefox, Edge) but to no avail.
Checking Internet Connection: My internet connection is stable and working fine for all other activities.
Trying at Different Times: I have tried adding the passkey at various times of the day, suspecting a possible server-side issue, but the error remains.
Contacting Support: I have reached out to customer support but have yet to receive a resolution.

This persistent issue is becoming quite frustrating, and I am concerned about the security implications of not being able to add a passkey.

Has anyone else experienced this issue? If so, were you able to resolve it, and how? Any insights or suggestions from the community would be greatly appreciated. Additionally, if there are any updates or known issues regarding passkey functionality, it would be helpful to be informed.

Thank you in advance for your help and support.

Best regards,

Soheill

YGa · Accepted Answer

Hi Soheill,

I also decided to try using a passkey today, and found the exact same problem you describe when trying to log-in using it after creation. I've not seen a solution anywhere else, but I think I figured the fix (for me at least). When I normally type my email on the adobe website to sign in, I always type my entire email address as lower-case letters. BUT, I noticed that when I go to my adobe account page (or click on the profile icon at the top right of a signed-in adobe page), it shows it as all capitals.

When I started typing my email as shown in my adobe account, the passkey started working no problem.

So if your email was randomperson@email.com then you should try typing RANDOMPERSON@EMAIL.COM

If you've already sorted it, no worries. Otherwise, I hope this helps. If it does, please drop a brief reply so others know.

Kind regards

kglad · Answer

what did adobe support say?

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded