General Questions
What is a passkey, and why do I need it?
A passkey is a highly secure way to verify your identity using your device’s built-in security (like FaceID, TouchID, Windows Hello, or your screen lock PIN) when performing important actions in your account.Faster withdrawals: When you are ready to withdraw funds as a payee or contractor, a passkey lets you confirm the transaction instantly—no waiting for SMS codes or typing secondary passwords.
Highly secure: Passkeys are unique to your Rise account. They are highly resistant to phishing and ensure that only you can authorize the movement of your money.
Learn more about: Introduction to Passkeys on Rise | Rise Help Center
How do I set up my passkey?
Your primary passkey is generated directly during your initial account onboarding. When you set up your account, the screen will prompt you to create a passkey using your current device. Once that step is complete, your device is securely linked and ready to authorize future actions.I already finished onboarding. How do I add a passkey to my mobile phone?
Since your main passkey is created during setup, you don't need to manually create another one for your primary computer. However, you can easily add a mobile device to withdraw funds or authorize actions on the go.
Navigate to Settings > Security.
Select Add a mobile passkey.
Follow your phone's on-screen prompts to save the passkey using your face scan, fingerprint, or PIN.
Learn more about: Adding a Mobile Passkey on the New Rise | Rise Help Center
Managing & Recovering Passkeys
What happens if I lose my device or need to reset my passkey?
Losing your device or getting a new one doesn't mean your funds are locked. You can reset your passkey at any time from your settings.
Navigate to Profile > Settings > Security.
Click on Recover your passkey.
Follow the prompts to invalidate your old passkey and generate a fresh one for your current device. Once complete, you can immediately resume withdrawing funds.
Learn more about: How to Reset Your Passkey on the New Rise | Rise Help Center
Troubleshooting
Why didn't my passkey setup work during onboarding (or when adding my phone)?
If your device is rejecting the passkey setup, check the following common culprits:
No screen lock enabled: Passkeys require your device to have a basic security lock (PIN, password, or biometric) actively turned on.
Outdated Operating System: Ensure your computer or phone is updated to a recent OS that supports passkeys (e.g., iOS 16+, Android 9+, macOS Ventura+, Windows 11).
Bluetooth is turned off: If you are trying to add a mobile passkey via a QR code, both your computer and your phone must have Bluetooth turned on. This is how the devices verify they are physically close to each other.
I'm getting an error when trying to use my passkey to withdraw funds.
If your passkey isn't authenticating your transaction, try these steps:
Check your browser profile: Ensure you are using the exact same device and browser profile you used when you originally completed onboarding or set up your mobile passkey.
Check your password manager: If you use a third-party password manager (like 1Password, Dashlane, or Bitwarden), make sure the browser extension is unlocked and active when the prompt appears.
Reset: If the authorization prompt times out or fails completely, cancel the transaction. Navigate to Settings > Security > Recover your passkey to start fresh, then attempt your withdrawal again.
Need More Help?
If you are still experiencing issues, need further assistance, or have feedback regarding this article, we are here to help!
Please reach out to our support team at hello@riseworks.io.