I can't access my Infinex Account. What should I do?

If you are unable to login to your Infinex account, there may be a few reasons why you can't sign in:

You don't know where your passkey has been saved
The device you are using to login does not support passkeys
Your passkey may have been removed

Below are some troubleshooting steps to try if you're having issues logging in with your device.

1. Check your password manager to see if your Infinex passkey has been saved and is enabled on your device. Below are some common password managers where your passkey may be saved. You may also have synced your passkey to one of these password managers.

Apple iCloud Keychain

1. Use the following navigation path to find your saved passkeys:

System Settings > Passwords

2. Use Touch ID or confirm your password to unlock

3. Scroll down to check your saved passkeys

Learn more about iCloud Keychain

Windows Hello

1. Use the following navigation path to find your saved passkeys:

Settings > Accounts > Passkeys

2. Use biometrics or confirm your pin/password to unlock

Learn more about Windows Hello

Google Password Manager

Android device

1. Use the following navigation path to find your saved passkeys:

Device Settings > Passwords

Desktop/laptop

1. Use the following navigation path to find your saved passkeys after opening Google Chrome: More (3 dots in the top right) > Passwords and autofill > Google Password Manager

2. On the left select, Settings > Manage passkeys in your Chrome Profile

Note: "Manage passkeys in your Chrome Profile" only shows when one or more passkeys have been created.

Learn more about Google Password Manager

2. Not all devices and browsers support passkeys. Please check that your device meets the following passkey requirements and attempt logging in on the same device that you initially used to create your Infinex account.

Device Recommendations	Browser Recommendations
A system running at least Windows 10 or MacOS Ventura A smartphone or tablet running at least iOS 16, iPadOS 16, or Android 9, Windows 10 A hardware security key with FIDO2 protocol support (Note: other operating systems may work but are not recommended)	Chrome Safari Edge Firefox Samsung Internet (Note: other browsers may work but are not recommended)

3. If a passkey has been deleted from your password manager, there is no way of getting back into your account. To recover your funds, you will need use the recovery app. If you have any issues with the funds recovery process please reach out via opening a ticket through our support website, where our friendly support team will assist you.

4. If a physical passkey device (e.g Yubikey) is lost or is no longer working, you will be unable to get back into your account. To recover your funds, you will need use the recovery app. If you have any issues with the funds recovery process please reach out via opening a ticket through our support website, where our friendly support team will assist you.