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If you’re trying to log in and your passkey isn’t being recognized, it’s most likely because your passkey is saved on a different device — for example, you set it up on your phone but you’re now trying to log in from a computer, or vice versa. Here’s how to get back in.

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Step 1: Do you have an Authenticator App set up?

If you previously configured an Authenticator App (like Google Authenticator or Authy), you can use it to log in right now — no passkey needed.
1

Go to the login page

Visit roxom.com/auth/login and enter your email.
2

Choose the Authenticator App option

When prompted for your passkey, look for the option to use a different method. Select Authenticator App.
3

Enter your code

Open your authenticator app, find the Roxom entry, and enter the 6-digit code along with the email OTP.
You’re in. Once logged in, we recommend going to Step 3 to add passkeys on your other devices.

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Step 2: No Authenticator App? Log in from the device where you set up your passkey

If your passkey is your only security method, you’ll need to log in from the device where you originally created it — that’s where your passkey is stored.
Try to remember: did you set up your passkey on your phone, your laptop, or a desktop computer? Log in from that device.
Once you’re logged in from your original device:
1

Set up an Authenticator App

Go to Account > Security and enable an Authenticator App. This gives you a second way to verify your identity from any device.
2

Now log in from your other device

Go back to the device where you were having trouble. You can now log in using your email + Authenticator App code.
If you can’t remember or access the device where your passkey was created, contact our support team at help@roxom.com or via the chat on roxom.com. We’ll help you recover your account.

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Step 3: Add passkeys on your other devices

Now that you’re logged in, prevent this from happening again by adding a passkey on every device you use. You can register up to 10 passkeys on your account.
1

Go to your passkey settings

Visit roxom.com/user/passkey and click Add Passkey.
2

Register a passkey on this device

Follow the prompts to save a passkey using your device’s biometric (fingerprint, Face ID) or PIN.
3

Repeat for each device you use

Log in on each device you regularly use (phone, laptop, desktop) and add a passkey for each one.
Passkey management screen showing registered passkeys with the option to add more

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Quick summary

SituationWhat to do
You have an Authenticator AppLog in with email + authenticator code
You don’t have an Authenticator AppLog in from the device where your passkey was created, then set up an Authenticator App
You can’t access the original deviceContact support at help@roxom.com
You’re logged in and want to prevent thisAdd passkeys on all your devices at roxom.com/user/passkey
For the best experience, set up both a passkey and an Authenticator App. That way, you’ll always have a backup method no matter which device you’re on.

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Need help?

Still have questions? You can speak to Roxy, our AI support assistant, available 24/7 in the chat bubble at the bottom right of your screen. You can also contact our support team directly at help@roxom.com.

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Last modified on April 21, 2026