Troubleshooting — Users¶
This section collects the most frequent problems and how to resolve them. If your problem is not listed, see support.
Wallet¶
The offer QR does not open
- Symptom: scanning the QR triggers no action, or an error appears.
- Likely cause: the QR has expired, the offer was already consumed, or the wallet does not belong to the correct tenant.
- Solution: request a new offer from the issuer; verify that the wallet belongs to the same tenant as the issuer (same domain).
Related pages
- Issue a credential — how the issuer generates a new offer
- Receive credentials — how to accept the new offer from the wallet
Error creating the passkey
- Symptom: when activating the wallet, passkey creation fails.
- Likely cause: the browser or operating system does not support WebAuthn with the PRF extension.
- Solution: update the browser and OS to the latest versions. On iOS it requires iOS 17+; on Android, Chrome 122+.
The credential appears as revoked
- Symptom: when presenting it to a Verifier, it reports that the credential is revoked.
- Likely cause: the issuer revoked the credential (role change, leaving the organization).
- Solution: before contacting the issuer, check the current status of the credential: open the credential detail in the wallet and tap Verify credential.
If the credential appears as revoked, contact the issuer; a new credential must be requested.
Related pages
- Manage credentials — how to verify and manage the status of credentials in the wallet
The presentation does not reach the verifier
- Symptom: the user confirms in their wallet but the verifier receives nothing.
- Likely cause: session timeout or network problems.
- Solution: restart the request. If it persists, contact support providing the verifier URL and the QR code if possible.
Still not resolved?¶
Contact support. Include:
- Affected wallet/application.
- Screenshot of the error if available.
- Approximate time of the incident.
- The organization (tenant).