Troubleshoot passkeys and authenticator 2FA
Start with the security method that is failing. Passkeys depend on browser/device WebAuthn support, while authenticator 2FA depends on the enrolled TOTP factor and the current six-digit code.
Passkey management says it is unavailable
Passkeys require a browser and device that expose the standard passkey/WebAuthn APIs.
If Add passkey is unavailable or TensorAlgo reports that passkey management is unsupported:
- update the browser;
- try the current stable version of another supported browser on the same device;
- confirm that the device has a screen lock or other platform security available when the browser requires it;
- use email magic-link sign-in when you need a supported fallback.
A passkey registration was cancelled or did not finish
A passkey is not added until the browser/device ceremony completes successfully.
Return to Settings → Security, select Add passkey, and complete the prompt again. If the browser reports a security or credential-provider problem, resolve that device/browser issue before repeatedly creating new registrations.
Passkey sign-in does not complete
Return to the sign-in page and retry once after confirming you are using the device or password manager that holds the registered passkey.
If passkey sign-in remains unavailable, use email magic-link sign-in. If authenticator 2FA is enabled on the account, you will still need the authenticator code after the first-factor sign-in succeeds.
The authenticator code is rejected
Use the current six-digit code shown for the TensorAlgo entry in the authenticator app.
If a code is about to expire, wait for the next code and try again. Also make sure the device running the authenticator uses automatic date and time so its TOTP clock is not materially out of sync.
Do not remove and recreate the authenticator unless you are already signed in and intentionally want to change the enrolled factor.
I lost access to my authenticator
Email magic-link and passkey sign-in are first-factor methods. They do not bypass an authenticator factor that is already required.
If you cannot complete the second-factor challenge, use the public TensorAlgo contact/support path and explain that you need account-access help. Do not include authenticator setup keys, one-time codes, or private device credentials.
A passkey or authenticator should no longer be trusted
If you are signed in and still control the account:
- open Settings → Security;
- identify the passkey or authenticator factor you no longer want;
- choose Remove;
- confirm the security action;
- review the remaining sign-in methods before signing out.
If you suspect unauthorized account access, contact TensorAlgo Support with the account email and the approximate time of the activity you are concerned about. Do not send secret credentials.