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Troubleshooting

Use this guide to figure out what's going wrong and how to fix it. Start at the top and follow the branch that matches your situation.

Step 1: Is the extension installed and ON?

Click the Circle ID Extension icon in your toolbar.

  • I don't see the icon. The extension may not be installed, or it may not be pinned to the toolbar. Install it or click the puzzle piece icon () in your toolbar to find and pin it.
  • The icon shows ON. Good — move to Step 2.
  • The icon shows ERR (red). Another extension is conflicting. Click the icon to see which one, and disable the conflicting extension. See extension badges.
  • The icon shows OFF or Disabled. Click the icon and click Enable.

Step 2: Which browser are you using?

The Circle ID Extension supports:

  • Chrome (desktop)
  • Edge (desktop)
  • Brave (desktop)

It does not support:

  • Safari (desktop or mobile)
  • Firefox
  • Any mobile browser

If you're using an unsupported browser, switch to Chrome, Edge, or Brave on your desktop.

Step 3: Does the website support passkeys?

Not every website supports passkeys. Look for settings labeled "passkey," "security key," "WebAuthn," or "FIDO" in the site's security or sign-in settings.

If you can't find a passkey option:

  • The site may not support passkeys yet.
  • The option may be hidden under "two-step verification" or "advanced security."
  • Check our tested sites list to see if we've documented this site.

Step 4: Is the QR code appearing?

When a website asks for a passkey (during registration or sign-in), a QR code should appear on your screen.

  • QR code appears: Move to Step 5.
  • No QR code: The extension may not be intercepting the request. Try:
    • Refresh the page and try again.
    • Make sure the extension is ON (not disabled).
    • Check for conflicting extensions (see badges).

Step 5: Can you scan the QR code?

Open the Circle ID app on your phone and scan the QR code.

  • The app isn't installed. Set up the Circle ID app.
  • The scan works, but the approval doesn't go through. Check that your phone has an internet connection (Wi-Fi or mobile data).
  • The QR code timed out. QR codes expire after a short time. Refresh the page and scan again.
  • "No matching account" or similar. You may need to register with the site first. Add Circle ID as a passkey before trying to sign in.

Step 6: My other passkeys stopped working

This is expected while the Circle ID Extension is ON. It handles all passkey requests, so your other passkeys (Google Password Manager, 1Password, Windows Hello, security keys) won't work.

To use your other passkeys: Click the extension icon and click Disable. Click Enable when you're done.

See the full explanation in my other passkeys stopped working.

Still stuck?