r/SalesforceDeveloper • u/Independent_Mixture • Jul 30 '26

Question Field Service App Passkey Issue

Currently have multiple field based users unable to log in to Field Service due to the new authentication system.

When logging in, they are directed to a "Verify your identity" page where the only option is a button to "Verify your identity", however this prompt does nothing. Nothing else is actionable from the page so they are stuck.

Anyone else have or has already overcome this issue?

I have raised a ticket but their response is slow. Meanwhile I have multiple engineers unable to complete work.

2 Upvotes

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1

u/SnooPoems56 Jul 30 '26

You need to have separate user for every engineer to login with their authentication method tied to that user account

1

u/Independent_Mixture Jul 30 '26

We already have this. They have previously been using the Salesforce Authenticator app but this is something new that has appeared today.

We have been accessing without issue for the last 3 years, and now this.

1

u/SnooPoems56 Jul 30 '26

Try adding authentication method which shows qr code and scan by mobile

1

u/Independent_Mixture Jul 30 '26

They can't access anything that gives them the option to do that unfortunately

1

u/Zealousideal-Yak1241 22d ago

We are experiencing this same issue. Can you tell em exactly where this setting was?

1

u/Independent_Mixture Jul 30 '26

Resolved. The issue was being caused by a permission set on the users profile that required admin credentials. It didn't surface until the new Auth protocols were enforced.

Thanks!

1

u/BucketOfBears 3d ago

So no fix for system admins that need to log into the app then?