Short answer: The reader can't use passkeys or security keys. If Stripe asks for one, you'll see an error or a blank page. Sign in with a text message or authenticator app code instead.
Why it happens
When you sign in to Payment for Stripe on a Stripe Reader S700, S710 or T600, Stripe's sign-in page opens inside the app. That page can't run passkeys or hardware security keys. If your Stripe account asks for one, you'll see one of two things:
- This error:
The user agent does not support public key credentials
- A blank white page right after you enter your password or tap Sign in with Google. No error at all.
Your passkey still works fine on your phone and computer. The reader just needs a second way in.
How to fix it
- At Stripe's two-step prompt on the reader, tap Sign in another way and pick your authenticator app or a text message. Stripe controls this screen, so it may look a little different.
- No other method set up yet? On your phone or computer, open your Stripe Dashboard's Personal details page. Under Two-step authentication, click Add authentication method and add an authenticator app or text message. Keep your passkey. You'll still use it everywhere else.
- Back on the reader, sign in with your email and password (not Sign in with Google). When Stripe asks you to verify, tap Sign in another way and choose the method you just added.
- Stripe still goes straight to the passkey with no other choice? Remove the passkey on the same Personal details page, sign in on the reader, then add the passkey back.
- Can't get past two-step at all? Stripe's help page covers backup codes and account recovery.
Too many attempts sent to phone
Stripe limits how many text codes it'll send. Wait a while, then try again with an authenticator app code instead of a text.
Other sign-in problems on a reader
A blank page, but you don't use a passkey
- Close the app and open it again.
- Check the reader's connection. Swipe in from the left edge, tap Settings, enter the admin passcode, and open Diagnostics. The Stripe connectivity test should say Passed. If not, fix the Wi-Fi first.
- Restart the reader and sign in again.
You're signed in, but it's the wrong Stripe account
If you set up the reader on paymentforstripe.com, setup created a new Stripe account just for it. Sign in to that account on the reader. Signing in with Stripe lists all your accounts, so pick the one you set the reader up with. Our Can't log in? article shows how to switch accounts.
Setup says the reader is already registered
This reader is already registered to an account.
The reader is still linked to another Stripe account, usually the one you bought it on. Email us with the reader's serial number and we'll help you sort it out.
Still stuck?
Contact us from the app: open the menu, tap Help, then tap the mail icon in the top right. If you can't open the app on the reader, email us from your phone and include the reader's serial number.