Overview
If you can't use your passkey, for example because you lost or replaced your phone or deleted the passkey, you can reset it from the sign-in screen. You'll verify your identity with a quick selfie check, and once your request is approved you can add a new passkey. Alternatively, you can contact support (support@plasma.org).
Before you request a reset, check the reasons below. Some issues can be fixed without one.
Things to check first
Your passkey is saved in your password manager
Your passkey may still be available in iCloud Keychain, Google Password Manager or the password manager you used when you set it up. Look for an entry named Plasma One. If it's there, sign in on a device where that password manager is set up.
You moved from iPhone to Android, or the other way round
A passkey created on an iPhone doesn't necessarily transfer to an Android phone. If you've switched, you may see a could not verify error. You'll need to reset your passkey using the steps below. Exception is if you’re using a password manager.
You saw a one-off error
If you see an error after Face ID or Touch ID, close the app fully and try again. Temporary errors often clear on a second attempt.
How do I reset my passkey?
On the sign-in screen, tap Can't access your MFA?
Follow the prompts to complete a short selfie check to confirm your identity
We review your request. This usually takes 1 to 3 business days.
Once approved, sign in and add a new passkey in Settings → Security.
Can I still use my account while I wait?
Your card keeps working and incoming deposits still arrive while your reset is being reviewed. However, you will not be able to access your Plasma One app.
Still not sure?
If the reset doesn't work or you're still stuck, contact our support team and we will look into it for you. To help us verify you quickly, include:
Why you need a reset
Whether your phone or passkey was lost, stolen or replaced
Your phone make and model
We will never ask for your password or any verification codes.
→ See: How do I add a passkey to secure my Plasma One account?