1. Checking your device and authentication environment
- If you attempt to log in from a device other than the one where you set up your passkey, or from a different OS or model, authentication may not be possible in some environments.
If you are using a device for the first time, please log in with your Yu ID (email address) and password, then set up your passkey again.
Q. How do I set up the passkey? - Please check the state of biometric authentication on your device.
Fingerprint authentication: Authentication may fail if your finger is dry, dirty, or injured.
Face authentication: Authentication may fail depending on the direction, brightness, or if you are wearing a mask. - If the screen lock is not set up on your device, you cannot use a passkey.
(This frequently occurs on Android devices.) - If you deleted your passkey or initialized your device,
you will need to register your passkey again.
Please log in with your Yu ID and password, then set it up again. - If the passkey registration was interrupted,
the registration may not be complete and authentication may not be possible.
Please log in with your Yu ID and password, then set it up again.
2. Using the recommended environment
Passkeys can be used in the following environments:
- iOS / iPadOS 16 or later
* iPhone 8 and models earlier than iPhone X are not supported - Android 9 (Pie) or later
* Depending on your device or browser, you may not be able to use this function
3. Checking your account information (especially when using another device)
- If the Google account / Apple ID you are currently logged into is different from the one used when registering your passkey, authentication will not be possible.
(Passkeys are synchronized with iCloud Keychain / Google Password Manager.) - If you are using multiple devices:
If synchronization is turned off for iCloud Keychain or Google Password Manager, your passkey will not be reflected on other devices and you will not be able to log in.
Please check that synchronization is enabled.
4. Checking your browser settings
- You may not be able to use passkeys in private browsing (incognito mode).
Please use the normal browsing mode. - Blocking cookies or disabling JavaScript may also cause issues.
Please set your browser to "Allow cookies" and "Enable JavaScript."
5. If you are using Face ID on an iOS device
- Permission to use Face ID is required for the Japan Post Official App (JPN ver only).
Go to Settings > Face ID & Passcode > Set Up Face ID and check if Face ID is enabled.
6. If you use a proprietary password manager such as Samsung Pass
- Passkeys may not work properly. Please use Chrome (Google Password Manager), Safari (iCloud Keychain), or Windows Hello.
[If you are still unable to log in after the above]
Please try logging in with your Yu ID and password.