⚠️ CRITICAL WARNING
NEVER delete your Exa passkey. The passkey is unique and unrecoverable. If you delete it, you will permanently lose access to your account. Follow the solutions in this guide without touching or deleting your passkey.
Step-by-Step Suggestions
📱 ANDROID
1: Verify Google Password Manager Configuration
Open Settings on your Android device
Go to Google → Manage your Google Account
Select Security
Look for Google Password Manager
Verify that passkeys are enabled
Try logging into the app again
2: Verify Screen Lock
Passkeys require the device to have a secure lock method:
Go to Settings → Security and privacy
Select Screen lock
Make sure you have configured:
PIN
Pattern
Password
Or fingerprint/facial recognition
If you don't have any, set it up
Try accessing the app again
3: Update Google Play Services
Open Google Play Store
Tap your profile picture (top right corner)
Select Settings → About
Tap Update Google Play Services
Restart the device
Try logging in again
4: Verify Active Google Account
Go to Settings → Accounts
Verify that your Google account is active
If there are multiple accounts, make sure the correct one is selected
If not, add the correct Google account:
Tap Add account → Google
Sign in with your account
Try accessing the Exa App
📱 iOS
1: Verify iCloud Keychain
Open Settings on your iPhone/iPad
Tap your name at the top
Select iCloud
Tap Passwords and Keychain
Make sure Sync this iPhone is turned on
Verify that iCloud Keychain is enabled
Try logging into the Exa App again
2: Verify Face ID / Touch ID
Passkeys require biometric authentication or active passcode:
Go to Settings → Face ID & Passcode (or Touch ID & Passcode)
Make sure you have configured:
Face ID or Touch ID
And a passcode as backup
If you don't have any configured, activate them
Verify that it's enabled for iCloud Keychain
Try accessing the app again
3: Restart iCloud Keychain
Go to Settings → [your name] → iCloud
Tap Passwords and Keychain
Turn off Sync this iPhone
Wait 30 seconds
Turn it back on
It may ask for your iCloud passcode
Try logging into the Exa App
4: Verify Internet Connection
Make sure you have a stable connection (Wi-Fi or mobile data)
Go to Settings → Wi-Fi (or Mobile Data)
Verify that you're connected
Try opening Safari and loading a web page
If the connection is unstable, connect to another network
Try accessing the Exa App again
5: Verify iCloud Session
Go to Settings → [your name]
Verify that your Apple ID is active and without issues
If any warning or error appears, resolve it
Make sure you're using the same Apple ID you created your Exa account with
Try accessing the app again
6: Update iOS
Go to Settings → General → Software Update
If an update is available, install it
Passkeys work best on iOS 16 or higher
Restart the device after updating
Try logging into the Exa App
7: Restart the Device
Sometimes a simple restart resolves temporary issues:
iPhone with Face ID: Press and hold the side button and any volume button
iPhone with home button: Press and hold the side button
Slide to power off
Wait 30 seconds
Turn the device back on
Try accessing the Exa App
8: Verify Passkey in Settings
DO NOT delete the passkey, only verify that it's present:
Go to Settings → Passwords
Use Face ID/Touch ID or your passcode to access
Look for Exa in the list
Verify that it appears with the key icon (🔑) indicating it's a passkey
If it doesn't appear, it may be stored but not synced
Sign out of iCloud and sign back in (without deleting the passkey)
Additional Information
Where is my passkey stored?
On Android: Your passkey is securely stored in Google Password Manager and automatically syncs with your Google account. If you change devices, you only need to sign in with the same Google account and your passkey will be available.
On iOS: Your passkey is stored in iCloud Keychain within the Secure Enclave of your iPhone/iPad. It automatically syncs with all your Apple devices that use the same Apple ID.
What happens if I lose my phone?
Don't worry! Your passkey has automatic backup:
Android: It's backed up in Google Password Manager (Google cloud)
iOS: It's backed up in iCloud Keychain (Apple cloud)
When you sign in to your new device with the same account (Google or Apple ID), your passkey will transfer automatically.
⚠️ Critical Situation: Loss of Access
If you lose access to BOTH your device AND your cloud account (Google or Apple ID):
Exa CANNOT recover your account
The account is self-custodial: only you have the private key
You will permanently lose access
That's why it's CRITICAL to:
Maintain access to your Google or Apple ID account
NEVER manually delete your passkey
Keep your cloud account credentials secure
Requirements to use Passkeys:
On Android:
Android 9 or higher
Updated Google Play Services
Screen lock configured (PIN, pattern, password, or biometric)
Active Google account
On iOS:
iOS 16 or higher (recommended)
iCloud Keychain enabled
Face ID, Touch ID, or passcode configured
Active Apple ID session
Still not working?
If the problem persists after trying all these solutions:
Contact Exa App support
Provide details such as:
Operating system: Android or iOS
System version: Android 14, iOS 17, etc.
Device model: Samsung Galaxy S23, iPhone 14, etc.
Exact error message: "authentication cancelled"
Steps you already tried from this guide
Cloud account status: Do you have access to Google/Apple ID?
The support team will be able to help you with specific solutions