Common issues

Guide for frequently occurring issues and solutions when using Alpacon.

Authentication

I don’t have any available MFA (multi-factor authentication) methods

Depending on workspace security policies, mandatory MFA (multi-factor authentication) may be required to access the workspace. All users automatically have email MFA registered when signing up for Alpacon.

If you don’t have the MFA method required by the workspace, follow the steps below to add the necessary authentication method.

Setup procedure:

  1. Access MFA settings page

  2. Select the method required by the workspace from the list of available authentication methods (see reference)

  3. Register the authentication method following the on-screen instructions

  4. After registration, close the modal to navigate to your configured default workspace

Note: This feature requires you to be logged into Alpacon. You may be prompted to log in when accessing the page.

”Device registration error” when registering biometric or security key MFA

When registering a biometric (fingerprint / Face ID) or security key MFA method, you may see a “Device registration error” screen (logged as a WebAuthn browser error). This means your browser or device could not complete the passkey (WebAuthn) registration—it is a client-side issue, not a problem with your Alpacon account. It is most common on older operating systems or devices that are not fully set up for passkeys.

The error screen offers a Try again button—use it first, as the failure is often transient. Note that you can register one device per type (one phone, one tablet, one computer): if a device of that type is already registered, remove it before adding another of the same type.

Try the following on the device you are registering from:

  1. Set a screen lock (PIN, pattern, or password). A screen lock is required before a device can create a passkey.

  2. Enroll your biometric at the OS level (Settings → Security) and confirm it works in other apps.

  3. Update your system components:

    • Android: update Google Play services and Chrome from the Play Store. Passkey creation relies on Google Play services, so an outdated version makes every registration fail.
    • iOS / macOS: update to a recent OS version, and on iOS make sure the device is signed into iCloud with iCloud Keychain enabled. Enable only one credential provider under Settings → Passwords → Password Options → AutoFill—with several enabled (for example, Apple Passwords and Chrome), WebAuthn can fail.

  4. Use an up-to-date Chrome or Safari—not an in-app browser (a page opened inside a messenger or email app). In-app browsers often cannot complete WebAuthn. Also allow pop-ups for the page, since a blocked pop-up can stop the registration window from opening.

  5. Try a newer device if the one you are using runs an old OS version (for example, Android 10 or earlier).

Workaround: if biometric or security key registration still fails, register a different MFA method instead—such as an authenticator app (TOTP) or email—using the steps in the section above. These do not depend on your device’s passkey support.

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