Troubleshooting
App installation
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Make sure you’re running the latest version of Keyless Authenticator by visiting the Apple App Store or the Google Play Store on your smartphone. |
If you can’t install the app, make sure your smartphone is updated to the latest operating system version supported by your device. Keyless Authenticator requires:
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iOS version 13.4.1 or newer
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Android version 6 (API level 23)
At the moment, the Keyless Authenticator app is available only in the European and US App Store and Google Play Store. If your account is associated with a different region, you can change it using the following guides:
Enrollment and authentication issues
If you can’t enroll or authenticate, make sure:
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The Keyless Authenticator can see your face. Your face should be completely contained within the on-screen preview during enrollment and authentication, and shouldn’t be covered by your hair, a scarf, or a hat. Make sure there’s enough light in the room for your camera to see your face.
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Your smartphone is connected to the internet. Keyless Authenticator requires a reliable internet connection to authenticate to online services.
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You’re using a supported operating system and web browser.
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Keyless supports the following browsers:
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If the problem persists, unlink your device and add it again to your external account.
QR scanning issues
If the Keyless Authenticator can’t scan the QR code, make sure:
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The camera on the back of your smartphone is facing the QR code
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The QR code covers the entire square frame on the smartphone screen when the QR code scanner is open
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The smartphone and QR code are not moving or shaking
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There aren’t any other windows on screen partially covering the QR code
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You’re scanning the QR code using Keyless Authenticator, rather than your smartphone’s default camera app or a different QR scanner
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If the problem persists, see platform-specific help for iOS and Android, and contact us at https://support.keyless.io. |
iOS troubleshooting
This section lists common ways to address enrollment and authentication failure scenarios on iOS. If Keyless Authenticator is not working as expected, follow the procedures below. After each procedure, try Keyless Authenticator again to see whether the issue is resolved.
Always make sure you’re running the latest version of Keyless Authenticator by visiting the App Store on your smartphone.
Enrollment
Force-quit Keyless Authenticator
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Swipe up from the bottom of the screen and hold.
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Swipe up on the Keyless Authenticator card to flick it off the screen.
Restart your device
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Press and hold either Volume Up or Volume Down and the Side button for a few seconds.
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Drag the slider to the right, then wait 30 seconds for your device to turn off.
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Turn your device back on by pressing and holding the side button until you see the Apple logo.
Reinstall Keyless Authenticator
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Touch and hold the Keyless Authenticator app.
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Tap Delete App.
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Tap Delete.
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Reinstall Keyless Authenticator from the App Store.
Authentication
Force-quit Keyless Authenticator
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Swipe up from the bottom of the screen and hold.
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Swipe up on the Keyless Authenticator card to flick it off the screen.
Restart your device
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Press and hold either Volume Up or Volume Down and the Side button for a few seconds.
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Drag the slider to the right, then wait 30 seconds for your device to turn off.
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Turn your device back on by pressing and holding the side button until you see the Apple logo.
Delete linked account
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Open Keyless Authenticator.
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Tap the account you want to delete, then swipe all the way to the left.
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Authenticate to confirm account deletion.
Reinstall Keyless Authenticator
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Touch and hold the Keyless Authenticator app.
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Tap Delete App.
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Tap Delete.
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Reinstall Keyless Authenticator from the App Store.
Android troubleshooting
This section lists common ways to address enrollment and authentication failure scenarios on Android. If Keyless Authenticator is not working as expected, follow the procedures below. After each procedure, try Keyless Authenticator again to see whether the issue is resolved.
Always make sure you’re running the latest version of Keyless Authenticator by visiting the Google Play Store on your smartphone.
Enrollment
Force-quit Keyless Authenticator
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Long-press the Keyless Authenticator icon and tap App info.
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Tap Force stop and confirm.
Restart your device
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Long-press the power button on the side or back of your device.
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Tap Restart if available, or Power off.
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If you tapped Power off, wait 30 seconds and then turn your device back on by pressing the power button.
Reinstall Keyless Authenticator
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Long-press the Keyless Authenticator icon.
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Tap App info.
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Tap Uninstall and confirm.
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Reinstall Keyless Authenticator from the Google Play Store.
Authentication
Force-quit Keyless Authenticator
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Long-press the Keyless Authenticator icon and tap App info.
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Tap Force stop and confirm.
Restart your device
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Long-press the power button on the side or back of your device.
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Tap Restart if available, or Power off.
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If you tapped Power off, wait 30 seconds and then turn your device back on by pressing the power button.
Reinstall Keyless Authenticator
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Long-press the Keyless Authenticator icon.
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Tap App info.
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Tap Uninstall and confirm.
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Reinstall Keyless Authenticator from the Google Play Store.