topic Re: The 'new' VMO2 app won't recognise my passkey in My O2

The 'new' VMO2 app won't recognise my passkey

Jossy278 — Wed, 24 Sep 2025 21:47:42 GMT

Don't know if anyone can help - went through the convoluted process of linking O2/VM accounts today (despite having zero products with Virgin). I don't login to my account very often, hence being late to this party.

After setting it up (which wasn't straight froward), I can no longer login to the O2 app using biometrics/passkey. I am using Android and my phone is a few years old now but all my other apps that use passkeys still work fine (as did the previous O2 app).

At first, it wouldn't let me setup a passkey at all - when I chose the option to do so, it just sent me back to the previous page with the message 'you've cancelled adding a passkey', despite the fact I did not cancel anything.

The only way I could get it to work was by selecting the 3 dots at the top right of the phone screen which then gave me an option to "Open in an external browser".

Once I chose to this, it let me setup the passkey no problem at all. So I can login to my O2 account on my phone using biometrics/passkey if I use the web browser. But when logging in through the app, the app's in-app browser will not recognise the passkey. It's as though there is no link between the two.

I've checked all the settings on my phone regarding autofill/password manager etc, and nothing has changed from how they were before. All the other apps that use passkeys still work. The only variable that has altered is this new VMO2 app.

Anyone experienced similar? Anybody know if the app's in-app browser is not compatible with older phones (Galaxy A50, 6 years old).

Not the biggest problem ever because I can login via the browser. But it makes having the app a waste of time because to log in on it via another method means I have to keep getting verification codes emailed to me which is ridiculous.

How have we gone from the previous version where if I switched to data instead of Wi-Fi I didn't need any kind of login, to this utter mess??!!

Re: The 'new' VMO2 app won't recognise my passkey

MI5 — Wed, 24 Sep 2025 21:36:28 GMT

@Jossy278

Try deleting the app and reboot your phone before reinstalling it.

Re: The 'new' VMO2 app won't recognise my passkey

pgn — Wed, 24 Sep 2025 21:38:55 GMT

Wondering if the A50, as it is Android 11 without o/s or security updates, is a little long in the tooth for this new-fangled MFA stuff, @Jossy278...?

Re: The 'new' VMO2 app won't recognise my passkey

Jossy278 — Wed, 24 Sep 2025 21:40:31 GMT

I tried that, but unfortunately no luck:(

Re: The 'new' VMO2 app won't recognise my passkey

Jossy278 — Wed, 24 Sep 2025 21:45:18 GMT

It could be that. But the previous version of the app worked fine, and all the other apps I have on the phone that are using passkeys still work without any issues.

If it is a compatibility issue, you'd think that they could have let us known in advance.

Not the end of the world if it can't be solved, as I can just login via the browser. I'm more curious than irritated now as to what the issue is.

Re: The 'new' VMO2 app won't recognise my passkey

pgn — Wed, 24 Sep 2025 22:00:22 GMT

@Jossy278

According to...

https://www.o2.co.uk/help/products-and-services/o2-services-and-apps/my-o2-app

How to get the My O2 app
To get started, you’ll need a smartphone or tablet with either Android 7.1 or later, or iOS 14.0 or later.

Android 11 should be good too 🤷

Not the first time O2 have got it wrong though...

Re: The 'new' VMO2 app won't recognise my passkey

Jossy278 — Wed, 24 Sep 2025 22:10:56 GMT

Yeah.... No idea what the issue is, but I've wasted more than enough time trying to figure it out without success. Must be something to do with the in-app browser not syncing with where the passkeys are stored on my phone - yet all other apps with passkeys work no problem. I'd be surprised if I'm the only one with the issue though.

Hopefully some genius will post here soon with an easy fix/workaround. For now, I'll remove the app and just use the website.

Re: The 'new' VMO2 app won't recognise my passkey

pgn — Wed, 24 Sep 2025 22:27:58 GMT

The web version is more fully-featured anyway, @Jossy278

https://community.o2.co.uk/t5/My-O2/System-360-User-MyO2-quot-Your-Bolt-Ons-quot-view-differs/m-p/1694716/highlight/true#M24620

Re: The 'new' VMO2 app won't recognise my passkey

MI5 — Wed, 24 Sep 2025 23:37:04 GMT

Maybe something that @Dave-O2 can look into for you @Jossy278 ?

Re: The 'new' VMO2 app won't recognise my passkey

madasaf1sh — Thu, 25 Sep 2025 07:27:44 GMT

Ping doesnt support Android 11 for any authentication methods, hence it wont accept your device, it supports Android 13 and up.

Ping is the platform used by o2 for authentication

Re: The 'new' VMO2 app won't recognise my passkey

Dave-O2 — Thu, 25 Sep 2025 08:43:24 GMT

Thanks for the tag @MI5

@Jossy278 Can you please drop me a PM with your mobile number & i'll take a closer look 👍

Re: The 'new' VMO2 app won't recognise my passkey

Pipstop78 — Thu, 25 Sep 2025 08:54:26 GMT

I had this the other day but used my passkey and got in ok

Re: The 'new' VMO2 app won't recognise my passkey

Jossy278 — Thu, 25 Sep 2025 18:37:54 GMT

Interesting, thanks for this. I've sent my details to @Dave-O2 for him to have a look so hopefully the mystery can be solved one way or another.

Re: The 'new' VMO2 app won't recognise my passkey

Jossy278 — Thu, 25 Sep 2025 18:39:16 GMT

Thanks. Have sent him the required info.

Re: The 'new' VMO2 app won't recognise my passkey

Bobl1 — Sat, 04 Oct 2025 17:31:29 GMT

Yes I have experienced exactly the same situation as you, I couldn't agree more with you the procedure is a complete Rats ****, if ever there was a sledge hammer to crack a walnut this is it, the only consolation for me e is I now know I'm not the only 1 to have multiple problems created to do a task that I'm sure could have been made much easier for sure, trouble is computer geeks cannot make simple procedures, it always has to be complicated or they don't think it fit for the job. Incidentally my Android phone isn't 12 mths old yet, so theres no excuse there for them to use .

Re: The 'new' VMO2 app won't recognise my passkey

Oxonian — Sat, 04 Oct 2025 18:04:44 GMT

@Bobl1

@Jossy278 was invited by @Dave-O2 to send her details to him by personal message (PM). I suggest the you PM him and ask him to have a look at your problem too. 👍

Re: The 'new' VMO2 app won't recognise my passkey

Jossy278 — Sun, 05 Oct 2025 01:27:25 GMT

As @Oxonian said in his post, @Dave-O2 had a look in to it for me - my issue is apparently something O2 are aware of and are currently working on to fix, although no time scale could be given as to when this will be. So for me, the app is currently unusable as far as passkeys go.

Probably worth getting him via PM to check out what your issue is as maybe it's something different that could be fixed right away seeing as your device is new (this may or may not make any difference).

Re: The 'new' VMO2 app won't recognise my passkey

Mo_ — Wed, 15 Oct 2025 16:24:18 GMT

This is horrendous. Just tried to check my O2 bill. Clicked on the app expecting to use my passkey as usual. No, instead faced with VMO2 and enter my email... verify that... enter the code... choose how to sign in... I choose passkey - nope I get the message that that's not possible and try again later - go round in this loop four times... eventually give in and create a password instead, so now I can log in... but no, now I need MFA, so again I'm given the option of passkey - but again now, so now I have to link my account to a different email address... so now I'm logged in, but in future need to login using the password, which feels much less secure than the passkey I had in place. I'm not with Virgin media and to be honest I'm so annoyed that I don't care what the deal is I don't want to give them my business!
Not impressed with the lack of warning either.

Re: The 'new' VMO2 app won't recognise my passkey

jonsie — Wed, 15 Oct 2025 16:31:28 GMT

I've just had the same problem signing in on a new tablet

Point being that I've never used a passkey and always used the email password

After a few hiccups and throwing a hissy fit it accepted my password.

We all have had problems in the past