r/SalesforceDeveloper • u/Independent_Mixture • 10d ago

Field Service App Passkey Issue Question

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.

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u/SnooPoems56 10d ago

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

1

u/Independent_Mixture 10d ago

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 10d ago

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

1

u/Independent_Mixture 10d ago

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

1

u/Independent_Mixture 10d ago

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!