> ## Documentation Index
> Fetch the complete documentation index at: https://docs.roxom.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Can't log in with your passkey?

> Step-by-step help if your passkey isn't working on a new device or you see an 'insert USB key' message.

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.

***

## 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.

<Steps>
  <Step title="Go to the login page">
    Visit [roxom.com/auth/login](https://roxom.com/auth/login) and enter your email.
  </Step>

  <Step title="Choose the Authenticator App option">
    When prompted for your passkey, look for the option to **use a different method**. Select **Authenticator App**.
  </Step>

  <Step title="Enter your code">
    Open your authenticator app, find the Roxom entry, and enter the 6-digit code along with the email OTP.
  </Step>
</Steps>

**You're in.** Once logged in, we recommend going to [Step 3](#step-3-add-passkeys-on-your-other-devices) to add passkeys on your other devices.

***

## 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.

<Tip>
  Try to remember: did you set up your passkey on your phone, your laptop, or a desktop computer? Log in from **that device**.
</Tip>

Once you're logged in from your original device:

<Steps>
  <Step title="Set up an Authenticator App">
    From the header, open your **profile menu** and go to [**Security**](https://roxom.com/user/security), then enable an **Authenticator App**. This gives you a second way to verify your identity from any device.
  </Step>

  <Step title="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**.
  </Step>
</Steps>

<Warning>
  If you can't remember or access the device where your passkey was created, contact our support team at [help@roxom.com](mailto:help@roxom.com) or via the chat on [roxom.com](https://roxom.com). We'll help you recover your account.
</Warning>

***

## 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.

<Steps>
  <Step title="Go to your passkey settings">
    Visit [roxom.com/user/passkey](https://roxom.com/user/passkey) and click **Add Passkey**.
  </Step>

  <Step title="Register a passkey on this device">
    Follow the prompts to save a passkey using your device's biometric (fingerprint, Face ID) or PIN.
  </Step>

  <Step title="Repeat for each device you use">
    Log in on each device you regularly use (phone, laptop, desktop) and add a passkey for each one.
  </Step>
</Steps>

<img src="https://mintcdn.com/roxom/CrV53RtL0GV1R13h/help-center/security-access/images/passkey-management.png?fit=max&auto=format&n=CrV53RtL0GV1R13h&q=85&s=08b73aecc8824a2025e30db10e87c609" alt="Passkey management screen showing registered passkeys with the option to add more" width="1460" height="287" data-path="help-center/security-access/images/passkey-management.png" />

***

## Quick summary

| Situation                                 | What to do                                                                                   |
| ----------------------------------------- | -------------------------------------------------------------------------------------------- |
| You have an Authenticator App             | Log in with email + authenticator code                                                       |
| You don't have an Authenticator App       | Log in from the device where your passkey was created, then set up an Authenticator App      |
| You can't access the original device      | Contact support at [help@roxom.com](mailto:help@roxom.com)                                   |
| You're logged in and want to prevent this | Add passkeys on all your devices at [roxom.com/user/passkey](https://roxom.com/user/passkey) |

<Tip>
  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.
</Tip>

***

## 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](mailto:help@roxom.com).

***

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