Common issues and how to solve them
Lost access
If you lose access to your password manager or device, contact the project owner. They can revoke the old keys and generate a new one. You’ll receive an email with instructions to set up your new passkey.
Password recovery issues
If your project uses passkey login, password recovery isn’t possible — passwords are no longer used in the system. Contact the project owner to issue a new passkey.
Windows computer asks to insert a security key into a USB Port and doesn’t offer other storage options
Make sure that:
Your computer supports Bluetooth. Turn Bluetooth on both your computer and phone, refresh the page, and start the setup again. After that, the system should offer the option “Use a phone or tablet” to save your passkey. You’ll be able to scan a QR code to save it on your phone.
You have set up a PIN or fingerprint login on your computer. If password login is currently enabled, go to your system settings and change it to a PIN or fingerprint login. After making these changes and refreshing the page, the system should offer to store your passkey using Windows Hello.
You can read more about initial passkey setup in [this article].
If the steps above don’t resolve the issue, please contact Maestra Support.
Frequently Asked Questions
Can I set up multiple passkeys?
Yes. Each team member can have up to three passkeys.
You might need an additional passkey if you access Maestra from different devices that can’t share one passkey — for example, when one is stored locally in Windows Hello or in Google Password Manager on a corporate account. In this case, contact the project owner to generate an additional key.
What if I use both Mac and Windows?
You can set up a passkey for each device. There are two convenient options:
Store your passkey in a password manager (such as 1Password, Bitwarden, etc.) — it will sync across all your devices.
Set up a passkey via your phone (Apple or Android). During setup, select “Use a phone, tablet, or passkey.” A QR code will appear — scan it with your phone and confirm saving the key in your keychain. After setup, you can log in by scanning a QR code and confirming access through your phone.
What happens to old passwords?
They remain in the system for now but are no longer used and will be deleted in the future.
Does passkey login work in incognito mode?
Yes, but you’ll need to confirm access to your saved passkeys each time you use incognito mode.
What if I use a corporate computer without permission to install software?
Use the built-in browser options or ask your IT department to install a supported password manager.