---
schema_version: "1"
id: 9e0ba579c054fd1541b5bf85b2dca28821193146840496fcda3df65aae23867f
title: Access Your Account When You Can’t Use a Passkey
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/xcloud/264-0-0/mfa_passkey_account_lockout.md
canonical_url: https://help.salesforce.com/s/articleView?id=xcloud.mfa_passkey_account_lockout.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 3358a6e4dc4b25db2d520a78e691ca35c952625b6d5213e8d874eb833c5f6041
description: Regain access to Salesforce if passkey issues prevent you from logging in.
products:
  - Security
release: "264"
---
# Access Your Account When You Can’t Use a Passkey

Regain access to Salesforce if passkey issues prevent you from logging in.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: both Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: all editions</td></tr></tbody></table>

Use these steps when one of these passkey issues prevents you from accessing your account.

- Your registered passkey isn’t working.
- You can’t create a passkey.
- Your registered passkey is on one device, such as your desktop computer, and you can’t use it to log in on another device, such as your phone.
- You don’t have access to the device where you created your passkey.

## If a Salesforce Admin Is Available

Ask your Salesforce admin for help with accessing your account. If you’re an admin, ask another admin for help.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-xcloud-security-264-0-0-production-enus/8cecd769-ab2d-4e07-addf-c4f2927925e1/images/icon_note.png)

Note If you’re the only admin for your org, see [If You’re the Only Admin](https://help.salesforce.com/s/articleView?id=xcloud.mfa_passkey_account_lockout.htm&release=264.0.0&type=5 "If you’re the only Salesforce admin in your org, contact Salesforce Customer Support. Provide your org ID and the username for your admin account. Salesforce Customer Support can disconnect your existing passkey so that you can add a new one.").

1. Ask your admin to [generate a temporary verification code](https://help.salesforce.com/s/articleView?id=xcloud.security_temp_id_verification_code_generate.htm&release=264.0.0&type=5 "If a user forgets or loses the identity verification method that they use for multi-factor authentication (MFA), generate a temporary verification code so they can log in while you sort out the issue. You can control how long codes are valid, up to 24 hours. A user can log in multiple times with their code until it expires. Temporary verification codes are valid for MFA only. They can’t be used for device activation, when a user must verify their identity because they’re logging in from an unrecognized browser or app.").
    
    Temporary verification codes have these limitations.
    
    - An admin sets the expiration time for the code: between 1 and 24 hours.
    - You can use the same code to log in as often as needed until it expires.
    - You can have only one temporary verification code at a time.
    - If you forget or lose a code before it expires, an admin can manually expire the old code and generate a new one. An admin can generate up to six codes per hour for each user.
2. Go to your Salesforce login page.
    
    1. Enter your username and password.
    2. When prompted by Salesforce, enter the temporary verification code.
    
    ![Prompt to enter a temporary verification code](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-xcloud-security-264-0-0-production-enus/8cecd769-ab2d-4e07-addf-c4f2927925e1/security/images/mfa/temporary_verification_code_enter.png)
3. To avoid another lockout, disconnect passkeys that don’t work and add a new passkey while you’re logged in.
    
    Add multiple passkeys so that you have backups. Before adding a passkey, review the considerations for your use case. See [Create a Passkey](https://help.salesforce.com/s/articleView?id=xcloud.register_built_in_authenticator.htm&language=en_US).

![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-xcloud-security-264-0-0-production-enus/8cecd769-ab2d-4e07-addf-c4f2927925e1/images/icon_warning.png)

Warning Assign the Manage MFA in User Interface permission to at least two admins. This preventive measure makes sure that another admin can manage MFA if one admin loses access.

## If You’re the Only Admin

If you’re the only Salesforce admin in your org, contact Salesforce Customer Support. Provide your org ID and the username for your admin account. Salesforce Customer Support can disconnect your existing passkey so that you can add a new one.

#### See Also

- [Troubleshoot Passkey Issues](https://help.salesforce.com/s/articleView?id=xcloud.mfa_supported_verification_methods_bia.htm&release=264.0.0&type=5 "When employee users log in and register for multi-factor authentication (MFA), passkeys are the default option. Identify and resolve issues with passkey prompts, setup, login, and more.")