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 — Screen lock set up
Where: Settings → Security → Screen lock
Look for: A PIN, pattern, or fingerprint/face unlock. If it's set to None or Swipe, passkeys can't be saved.
Step 2 — Passkey provider
Where: Settings → Passwords, passkeys & accounts (on some phones: Settings → General management, or search "passkeys")
Look for: "Preferred service" set to Google. If it says None, or names another app like Samsung Pass, Microsoft Authenticator or 1Password, switch it to Google.
Step 3 — Signed into Google
Where: Same screen as above
Look for: Your Google account listed and Google Password Manager switched on.
Step 4 — Work-managed device
Where: Same screen as above
Look for: Google Password Manager greyed out, missing, or showing a small briefcase icon. If so, your organisation has restricted it — 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.
Still need help?
Email us at support@octopusmoney.com or call us on 020 3195 4455, Monday to Friday, 9am to 5pm.