Last week, I created a passkey for my Sandbox org and was able to log in without any problems for several days.
Today, after not logging in over the weekend, I was unable to authenticate beyond the screen below. Every time I clicked the "Verify Your Identity" button, the page simply reloaded.
I asked another System Administrator for help, and they deleted the
Security Key (U2F/WebAuthn)associated with my account. Now I'm stuck on the screen below and I'm unable to register a new passkey. The same issue is occurring: whenever I click the button, the page simply reloads.
Is anyone having the same problem? I tried this at two different browsers and the same error occured.
FIX: “Problem Verifying Your Identity” after Salesforce MFA/passkey changes
I wanted to share the solution to a frustrating Salesforce login problem in case it saves someone else a lot of troubleshooting.
I am the sole user/System Administrator of my Salesforce org. After the recent MFA/passkey changes, I began receiving this error when trying to log in:
“Problem Verifying Your Identity. To log in, you need both a higher access level and an identity verification method. Contact your administrator to gain login access.”
I already had Salesforce Authenticator and a registered passkey. The passkey worked on one computer but I had inconsistent or failed logins on another. I tried different browsers, clearing cache, temporary verification codes, etc.
I eventually had a Google Meet with a Salesforce support technician. After I shared my screen, he spotted the problem almost immediately:
Lightning Login was still enabled on my user account.
The fix took about one minute:
Profile photo → Settings → My Personal Settings → Advanced User Details → scroll down to Lightning Login → Cancel
After canceling Lightning Login, I was immediately able to log into Salesforce normally using Google Chrome and my passkey.
For anyone encountering this specific error after the new phishing-resistant MFA/passkey rollout, I strongly recommend checking whether Lightning Login is still enabled before spending hours troubleshooting passkeys, browsers, MFA settings, or devices.
I hope this saves someone else the time it took me to find the solution.
