Most Passkey issues fall into one of four categories: the Passkey option is not being shown, the browser cannot create a credential, a registered credential cannot authenticate, or the site/account configuration does not match the expected flow.
Passkey Option Is Missing
- Confirm Passkeys are enabled in VentraConnect Login Methods.
- Confirm the placement is enabled for the page you are testing.
- Make sure you are testing a supported core or Pro integration surface.
- If using a shortcode page, confirm the page is using a supported VentraConnect authentication shortcode/configuration.
- Clear page, object, or CDN caches after changing placement settings.
Browser Says Passkeys Are Unavailable
- Confirm the public site is using HTTPS.
- Update the browser and operating system.
- Check whether the device has an available authenticator such as Windows Hello, Touch ID, a compatible password manager, phone, or security key.
- Try a full browser rather than an embedded in-app browser or restricted webview.
- On managed devices, check whether enterprise policies block WebAuthn or platform authenticators.
Passkey Registration Fails
Confirm the user/account context
Make sure the registration flow is operating on the intended WordPress account and that account creation is allowed where required.
Retry with a supported authenticator
If the browser offered several options, try a local platform authenticator or another available credential source.
Check for stale pages or cached scripts
Clear caches and reload the page after plugin updates or setting changes.
Use VentraConnect diagnostics
Review the Passkey/environment information and copy the diagnostics snapshot if support is needed.
Registered Passkey Does Not Log In
- Confirm you are using the same WordPress site/domain where the Passkey was registered.
- Confirm the credential is still available to the browser, device, password manager, or hardware key.
- If the credential was removed from the WordPress account, it can no longer authenticate that account through VentraConnect.
- Try another registered Passkey or use an appropriate fallback login method.
- If the site domain, environment, or authentication configuration was recently changed, test a newly registered Passkey after verifying the current setup.
Unexpected Account or Duplicate-Account Behavior
A Passkey is ultimately attached to a WordPress user account. If registration and account creation are not behaving as expected, check the surrounding user-registration flow rather than treating it as only a WebAuthn problem.
Do not create duplicate users as a troubleshooting shortcut. Verify whether the email already belongs to an existing WordPress account and whether the user should sign in first before adding a Passkey.
Passkey Works in WordPress but Not WooCommerce/LMS/Membership
Core WordPress Passkeys are a Free feature, but third-party placements depend on VentraConnect Pro and the specific supported integration.
- Confirm VentraConnect Pro is active.
- Confirm the integration is one VentraConnect currently supports.
- Enable the relevant integration placement.
- Test the actual integration flow instead of assuming
wp-login.phpbehavior automatically carries over. - Use integration diagnostics if the expected placement is not detected.
What to Send Support
- VentraConnect Free and Pro version numbers
- WordPress and PHP versions
- Browser and operating system
- The exact page or integration where the issue occurs
- Whether the problem is registration, login, placement, or account creation
- The VentraConnect diagnostics/support snapshot
- Any browser-visible error message
- Whether the issue also happens on the standard WordPress login/profile flow
