# Troubleshooting

## App Installation

{% hint style="info" %}
Make sure that you are running the latest version of Keyless Authenticator by visiting the [Apple App Store](https://apps.apple.com/us/app/keyless-authenticator/id1494269968) or the [Google Play Store](https://play.google.com/store/apps/details?id=io.keyless.push) on your smartphone.
{% endhint %}

If you are unable to install the app, please make sure that your smartphone is updated to the latest version of the operating system supported by your device. Keyless authenticator requires:

* iOS version 13.4.1 or newer.
* Android version 6 (API level 23).

At the moment, the Keyless Authenticator app is available **only in the European and US App Store and Google Play Store**. If your account is associated with a different region, you can change it using the following guides:

* [Apple Store: Change your Apple ID country or region](https://support.apple.com/en-us/HT201389)
* [Google Play Store: Change your Google Play country](https://support.google.com/googleplay/answer/7431675?hl=en)

## Enrollment and Authentication Issues

If you are unable to enroll or authenticate, make sure that:

* **The Keyless Authenticator is able to see your face.** Your face should be completely contained within the on-screen preview during enrollment and authentication, and should not be covered by your hair, a scarf, or a hat. Make sure that there is enough light in the room for your camera to see your face.\\
* **Your smartphone is connected to the Internet.** Keyless Authenticator requires a reliable Internet connection to authenticate to online services
* **You are using a supported operating system and Web browser**

{% hint style="info" %}
Keyless support the following browsers:

* **Chrome** 65 or later (Windows 8 or later, MacOS 10.12 (Sierra) or later, or Ubuntu Linux 18.04 or later)
* **Firefox** 55 or later (Windows 8 or later, MacOS 10.12 (Sierra) or later, or Ubuntu Linux 18.04 or later)
* **Safari** 11 or later (Mac OS 10.12 or later)
* **Microsoft Edge** 75 or later (Windows 10)
* **Microsoft Internet Explorer** 11 (Windows 8 or later)
* **Chrome** 78 or later (Android 7 or later)
* **Safari** 12 or later (iOS 12.4 or later)
  {% endhint %}

If the problem persists, unlink your device and re-add it to your external account.

## QR Scanning Issues

If the Keyless Authenticator is unable to scan the QR code, make sure that:

* The camera on the back of your smartphone is facing the QR code.
* The QR code covers the entire square frame on the smartphone screen when the QR code scanner is open
* The smartphone and the QR code are not moving or shaking
* There are no other windows on the screen partially covering the QR code
* You are scanning the QR code using Keyless Authenticator, rather than the smartphone’s default camera app or a different QR scanner

{% hint style="info" %}
If the problem persists, please see platform-specific help for iOS and Android below, and contact us at [https://support.keyless.io](https://support.keyless.io/).
{% endhint %}


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