⚠️ Critical: Never Delete Your Passkey
Your Exa passkey is unique and unrecoverable. If you delete it, you will permanently lose access to your account. Always follow the steps in this guide without deleting your passkey.
What is a Passkey?
A passkey is a secure, passwordless authentication method that replaces traditional passwords. Your Exa passkey is stored on your device and synced through your device's password manager (Google Password Manager on Android, iCloud Keychain on iOS). It's the only way to access your Exa account.
What to Do If You Lose Your Phone
Your passkey was backed up to the cloud (Google Password Manager, iCloud keychain or other password manager you used), you can recover access on a new device:
Get a new device (same operating system is easiest)
Sign in with the same Google account (Android) or Apple ID (iOS) that was on your old phone (and to the same password manager account if you were using a different one from the natives)
Wait for sync — your passkey will automatically download to the new device
Open the Exa App and authenticate as usual
How to Transfer a Passkey to a New Device
Upgrading within the same ecosystem (Android → Android, or iOS → iOS)
If you're staying within the same ecosystem and using the same Google/Apple account:
Set up your new device with the same account (Google or Apple ID)
Your passkey will sync automatically
Install the Exa App and log in
Switching ecosystems
Android → iOS
Download Google Chrome on your new iPhone if you have been using Google Password Manager or the password manager that you have been using (Bitwarden, OnePassword, ProtonPass)
Go to settings --> General --> Passwords and enable your password manager
Done! You should be able to access your Exa App from the new iPhone.
iOS → Android
This one is trickier. Get in touch with our customer support team, and they can help you out setting a new account with a new passkey.
Common Passkey Errors and Solutions
"Authentication cancelled" or login fails
Verify your screen lock is active (Settings → Security)
Check that your password manager has the passkey (Google Password Manager or iCloud Keychain)
Restart the Exa App and try again
Restart your device if the issue persists
"Passkey not found"
Ensure you're signed into the correct Google/Apple account
Check that cloud sync is enabled for your password manager
If you recently changed devices, wait a few minutes for sync to complete
Biometric authentication not working
Re-register your fingerprint or face in your device settings
Clean your fingerprint sensor or front camera
Use your device PIN as a fallback
Need More Help?
If you're locked out of your account or can't resolve a passkey issue using the steps above, contact our support team immediately. Have the following ready:
Your registered email address
The device you originally created the passkey on
Any error messages you're seeing (screenshots help)