Most issues come down to your phone's preferred passkey provider not being set to what you expect. Work through these checks in order — try the next one only if the previous check didn't fix it.
Step 1 — Passcode set up
Where: Settings → Face ID & Passcode (or Touch ID & Passcode on older devices)
Look for: Face ID, Touch ID, or a passcode turned on. If there's no passcode set, passkeys can't be saved.
Step 2 — Passkey provider
Where: Settings → Passwords → AutoFill & Passwords
Look for: Under "AutoFill Passwords and Passkeys," iCloud Passwords & Keychain switched on — or your preferred manager (1Password, Bitwarden, NordPass) selected instead.
Step 3 — Signed into iCloud
Where: Settings → [your name] → iCloud → Passwords and Keychain
Look for: Switched on. If you're using a third-party manager instead, check you're signed in there.
Step 4 — Work-managed device
Where: Settings → General → VPN & Device Management → Mobile Device Management
Look for: "iCloud Keychain not allowed" under Restrictions. If you see this, your organisation's device policy is blocking passkey setup — see Trouble setting up or using your passkey: how to fix a work-managed restriction.
Still not working after all four? Reset your passkey: go to Octopus Money → Account → Security and toggle Passkey off, then back on.
Once you've set the passkey up with iCloud Passwords or your preferred password manager, you'll see this native iOS prompt every time you open the mobile app:
Still need help?
Email us at support@octopusmoney.com or call us on 020 3195 4455, Monday to Friday, 9am to 5pm.