General questions
What is a passkey, and why do I need it?
A passkey verifies your identity with your device’s built-in security, such as Face ID, Touch ID, Windows Hello, or your screen lock PIN.
Faster withdrawals: As a payee or contractor, a passkey lets you confirm a transaction instantly, without a secondary password.
Highly secure: Passkeys are unique to your Rise account, resist phishing, and ensure only you can authorize movement of your funds.
For more information, check out: Introduction to Passkeys on Rise | Rise Help Center
How do I set up my passkey?
Your primary passkey is created during onboarding. When you set up your account, you’ll have the option to create a passkey on your current device. Once that’s done, your device is linked and ready to authorize future actions.
I finished onboarding. How do I add a passkey to my phone?
To add a mobile device:
Go to Profile→ Security.
Select Add a mobile passkey.
Follow your phone’s prompts to save the passkey with your face scan, fingerprint, or PIN.
Learn more about: Adding a Mobile Passkey on the New Rise | Rise Help Center
Recovery Kit
What is a Recovery Kit?
A Recovery Kit lets you replace your Rise Security Key or passkey yourself if you lose it, such as after getting a new phone or resetting your laptop. Recovering with a kit takes a few minutes. Without one, you’d need identity verification, which typically takes a week or longer.
How do I set up my Recovery Kit
You’ll need your current passkey. It takes about two minutes.
Go to Profile → Security and find the Recovery Kit section.
Click Set up Recovery Kit.
Choose and answer three security questions, one from each category. Pick answers you’ll remember exactly.
In the Connect your Rise Security Key window, click Continue and approve the passkey prompt. (Or password) If your passkey is on your phone, scan the QR code that your browser displays.
Save the PDF that downloads automatically.
Learn more about:Recovery Kit: back up your Rise Security Key | Rise Help Center
New to Rise?
You’ll set up your Recovery Kit during sign-up, right after creating Rise Security Key. If it doesn’t work after a couple of tries, choose Continue without a kit and set it up later from Profile→ Security.
Where should I keep my Recovery Kit?
Keep it in a password manager, or as a printed copy stored somewhere safe. Don’t keep it only on the device that holds your passkey.
Can Rise send me my recovery code?
No. Rise never sees your code, so we have no copy to send. Each code works only once.
Is the Recovery Kit mandatory?
No, but we strongly recommend it.
Resets and recovery
I lost my device or need a new passkey. What do I do?
If you still have your Recovery Kit:
Sign in and go to Profile→ Security. Click Replace RSK.
Select Use my Recovery Kit.
Enter the verification code we email you. Check your spam folder if it doesn’t arrive, or click Resend code.
Answer your three security questions.
Create your new passkey with Face ID, Touch ID, your device PIN, or a security key.
Enter your recovery code and click Recover.
Your new passkey (or password) now authorizes withdrawals and account changes, and your old one no longer works.
If you still have a working Rise Security Key (RSK) but no kit, go to Profile → Security and click Set up Recovery Kit.
Learn more about: How to Reset Your Passkey on the New Rise | Rise Help Center
I don’t have my Rise Security Key or my Recovery Kit.
Access can be restored through identity verification, which typically takes a week or longer. Go to Profile → Security → Replace RKS → Via IdentitY Check
I used all 10 attempts on my security questions.
You have 10 attempts in total, and they don’t reset over time. Capital letters and extra spaces don’t matter. If you still have your Rise Security Key, go to Profile → Security to set new questions and create a new kit.
My printed Recovery Kit may have been seen by someone else.
Regenerate your kit right away from Profile→ Security. Your old code stops working immediately. Someone with your printed copy can’t use it without your email and security answers, but regenerating removes the risk.
I want to reset my Rise Security Key (Passkey or Password)
Go to Profile → Security → Replace your RSK. Follow the prompts to invalidate your old RSK and create a new one.
I forgot my RSK password (migrated accounts only)” entry, which told users to enter their 12-word seed phrase.
Seed phrases are no longer used on the new Rise, so you won’t need yours to recover access. Follow the Replace your RSK instructions
I lost my passkey or RSK and didn’t set up a Recovery Kit.
You can’t set up a Recovery Kit without a working RSK, so this option isn’t available once you’ve lost access. You’ll need to verify your identity with the Rise team.
Once you regain access, set up a Recovery Kit right away from Profile→ Security, so you can recover on your own next time.
I received “Rise Security Key recovery is complete.” Do I need to do anything else?
No. You already created your new Rise Security Key (Passkey or password) during the Replace RSK process, and it has been approved by our compliance and security team. It’s active on your account now. You don’t need to start the process again, and Rise doesn’t create or send a password-passkey for you.
You’ll enter that password or passkey to confirm sensitive actions, such as withdrawals and payments. Keep it somewhere safe. Rise can’t see or reset it.
Troubleshooting
Passkey setup didn’t work during onboarding or when adding my phone
Screen lock is on: Passkeys need a PIN, password, or biometric lock turned on.
OS is up to date: iOS 16+, Android 9+, macOS Ventura+, or Windows 11.
Bluetooth is on: For a mobile passkey added by QR code, both devices need Bluetooth on so they can confirm they’re close to each other.
I get an error when I use my passkey to withdraw
Same browser and device: Use the same device and browser profile you used during onboarding or when you set up your mobile passkey.
Password manager: If you use 1Password, Dashlane, Bitwarden, or another manager, make sure its browser extension is unlocked when the prompt appears.
“Passkey Authorization Failed”
This means the passkey you picked isn’t the right one, or it hasn’t been approved yet. Select an existing, approved passkey. If you’re in the passkey reset process, wait for approval. You’ll get a confirmation email once your passkey is approved and ready to use.
“Invalid Security Key” error (RSK accounts)
This usually means the wrong format. Enter your RSK password, not your seed phrase. If it still fails, refresh the page or try an incognito window.
Recovery Kit setup keeps spinning
Try a different browser or device, clear your cache and cookies, or use incognito mode. On mobile, try a desktop or laptop instead. If it still doesn’t finish, wait a few hours and try again.
Verification code didn’t arrive
Check your spam folder, then click Resend code.
Need more help?
Contact Rise Support from the chat in your dashboard