If you're having trouble logging into your Infinex account, most login issues come down to one of three things: your passkey isn't where you expect it to be, your device doesn't support passkeys or your passkey may have been removed. Let's walk through what might be happening:
First, check where your passkey is saved
Your passkey is what lets you sign in securely without a password. Usually, it’s stored in your password manager (like iCloud, Google Password Manager, or Windows Hello). If you can’t sign in, your device might not be finding the passkey.
Here’s how to check:
On Apple (iCloud Keychain): Go to System Settings > Passwords, unlock with Touch ID or your password, and scroll down to see if your Infinex passkey is saved.
On Windows Hello: Go to Settings > Accounts > Passkeys, then unlock with your PIN or password.
On Android: Go to Device Settings > Passwords.
On desktop: Open Chrome, click the three dots (top-right) > Passwords and autofill > Google Password Manager. Then go to Settings > Manage passkeys in your Chrome profile (this only shows if you’ve created one).
If your passkey is there, make sure it’s enabled. If it’s missing, that may be why you can’t log in.
Next, make sure your device supports passkeys & bluetooth is enabled
Not every device or browser can use passkeys. To sign in, you’ll need to use a device that meets these requirements (ideally the same one you used when creating your Infinex account):
A computer running Windows 10 or later or macOS Ventura or later
A phone or tablet running iOS 16, iPadOS 16, or Android 9 or later
Or a hardware security key (like a YubiKey) that supports FIDO2
Recommended browsers include Chrome, Safari, Edge, Firefox, or Samsung Internet. Other browsers may work, but they aren’t fully supported.
🔹 Tip: Passkeys use Bluetooth. If you’re trying to log in with your phone as a passkey, make sure Bluetooth is turned on.
If your passkey was deleted
If your passkey has been removed from your password manager, unfortunately, you won’t be able to sign back into your account directly. But don’t worry - you can still recover your funds using the Infinex Recovery App. Please open a ticket on our support website, our team will guide you step by step.