Hi! we have 2 staff members that every other day we have to delete their Built in Authenticators and they have to create a new passkey. We did verify that cache/cookies are not being cleared out. The rest of our staff are not seeing this issue, just these 2 users. I hope someone can help.
Hi Kimberly,
Since the issue is affecting only two users and the other staff are working normally, I'd check the authentication setup on those specific devices/users first.
A few things to verify:
- Confirm both users are using the same browser and device setup as the users who aren't affected.
- Check whether browser/device security software is clearing or restricting passkey/WebAuthn credentials.
- Have the affected users try a different supported browser or device to see whether the issue follows the user or stays with the device.
- Check the users' login history and the Setup Audit Trail for authentication/security-related changes.
- Make sure there isn't a device-management or security policy affecting those two users.
If the passkey continues to become unusable and requires deleting/re-registering the authenticator every few days, I'd open a Salesforce Support case with the affected usernames, browser/device details, timestamps, and login history. Since other users aren't experiencing it, that information should help Salesforce isolate whether it's user/device-specific or an authentication issue.
