Login & Authentication

Learn how to log in to Pigeonhole using email OTP codes, passkeys, or a password

Overview

Pigeonhole uses secure, passwordless authentication to keep your account safe. There are three ways to access your account:

• Email OTP Codes - One-time passcodes sent to your email (used for your first login)
• Passkeys - Fast, secure authentication using biometrics or device PIN
• Password - Optional, set up via My Account

First-Time Login

The first time you log in, you’ll use a one-time passcode (OTP) sent to your email address.

1. Navigate to the Pigeonhole login page
2. Enter your email address
3. Click “Send code to email”
4. Check your email for a 6-digit verification code
5. Enter the code on the login page

OTP codes expire after 10 minutes. If your code expires, simply request a new one.

Setting Up a Passkey

After your first login, you’ll be prompted to set up a passkey.

What is a Passkey?

A passkey is a modern replacement for passwords. Instead of typing a password, you verify your identity using something built into your device - like your fingerprint, face, or a PIN. Your passkey is stored securely on your device and cannot be phished, guessed, or stolen in a data breach.

Think of it like a digital key that only works when you unlock it with your fingerprint or face - no one else can use it, and you never have to remember anything.

How Passkeys Are Stored

Where your passkey is saved depends on your device and setup. This is important to understand because it affects whether your passkey works on other devices:

Apple devices (Mac, iPhone, iPad)

On Apple devices, passkeys are stored in iCloud Keychain by default. When you create a passkey, your Mac or iPhone may prompt you to enable iCloud Keychain if it isn’t already turned on.

Because iCloud Keychain syncs across all Apple devices signed into the same Apple ID, a passkey created on your Mac will automatically be available on your iPhone and iPad (and vice versa). This means you only need to set up a passkey once across your Apple devices.

To ensure iCloud Keychain is enabled:

1. Open System Settings > Apple ID > iCloud
2. Make sure Passwords & Keychain is turned on

Windows devices

On Windows, passkeys are stored locally using Windows Hello. Windows Hello must be enabled before you can create or use a passkey.

To enable Windows Hello:

1. Open Settings > Accounts > Sign-in options
2. Under “Ways to sign in”, set up one of the following:
   • PIN - Available on all Windows devices (this is the easiest option)
   • Fingerprint recognition - Requires a fingerprint reader
   • Facial recognition - Requires a compatible camera

If you don’t have Windows Hello enabled, your browser may show a QR code instead of a biometric prompt when trying to set up a passkey. If this happens, enable Windows Hello first and try again.

When setting up a passkey on Windows, you may be prompted for your Windows login credentials more than once. This is normal - Windows is verifying your identity at multiple steps during the process.

Unlike Apple devices, Windows Hello passkeys are stored locally on that device only and do not sync between Windows computers. You will need to set up a passkey separately on each Windows device, or use a third-party password manager (see below).

Using a third-party password manager

If you use a password manager such as 1Password, Bitwarden, or Google Password Manager, you can choose to store your passkey there instead of in your device’s built-in storage.

The main advantage is that your passkey will sync across all your devices where that password manager is installed - regardless of whether they are Apple, Windows, or Android devices.

When creating a passkey, your browser may give you the option to choose where to save it. Select your password manager from the list if you’d like to sync it across devices.

For setup instructions, consult your password manager’s documentation on how to use passkeys.

Android and mobile devices

On Android, passkeys are stored in Google Password Manager by default and sync across your Google account. On iPhones and iPads, passkeys sync via iCloud Keychain as described above.

Simply follow the on-screen prompts when asked to set up a passkey on your mobile device.

Creating Your Passkey

1. After logging in with your OTP code, you’ll be prompted to set up a passkey
2. Follow your browser’s prompts - the experience will vary depending on your device (see above)
3. Your passkey is now saved and ready to use

Logging In with Your Passkey

1. Navigate to the Pigeonhole login page
2. Enter your email address
3. Click “Sign in with Passkey”
4. Authenticate using your fingerprint, face, or PIN

Using Passkeys on Multiple Devices

How passkeys work across multiple devices depends on how they are stored (see How Passkeys Are Stored above).

Apple devices (iCloud Keychain)

If you’re using Apple devices signed into the same Apple ID, your passkeys sync automatically via iCloud Keychain. A passkey created on your Mac will work on your iPhone and vice versa - no extra setup needed.

Windows devices or mixed platforms

Windows Hello passkeys are stored locally and don’t sync between devices. If you use multiple Windows computers, or a mix of Windows and Mac, you’ll need to set up a passkey on each device individually:

1. On the new device, log in using an email OTP code (click “Send me a code instead” on the login page)
2. After verifying the code, you’ll be prompted to set up a passkey on that device
3. Follow the on-screen prompts to register your biometrics or PIN
4. You can now sign in with your passkey on that device going forward

Using a password manager

If you store your passkeys in a third-party password manager (e.g. 1Password, Bitwarden), your passkey will be available wherever that password manager is installed. No per-device setup is needed.

Managing Your Passkeys

You can view and manage all your registered passkeys from your account settings:

1. Log in to Pigeonhole
2. Navigate to My Account (click your profile icon in the top right)
3. In the Passkeys section, you can:
   • See all devices that have passkeys registered
   • Remove passkeys you no longer need
   • Add a new passkey for your current device

Setting Up a Password (Optional)

If you’d prefer to use a traditional password, you can set one up in your account settings.

1. Log in to Pigeonhole using OTP or your passkey
2. Navigate to My Account
3. Choose the option to set a password
4. Enter and confirm your new password

Once set, you can use your password to log in alongside or instead of OTP codes and passkeys.

Browser Compatibility

Passkeys work with modern browsers that support WebAuthn:

• Chrome 109+
• Safari 16+
• Firefox 119+
• Edge 109+

For older browsers, use the email OTP method or password instead.

Frequently Asked Questions

Why am I seeing a QR code when I try to sign in?

If you have set up a passkey on another device but not on the device you’re currently using, your browser may show a QR code. This is your browser offering to let you authenticate using a passkey stored elsewhere (e.g. on your phone or in a password manager).

To set up a passkey on this device instead (recommended):

1. Cancel the QR code prompt
2. Click “Send me a code instead” to log in via email OTP
3. Enter the verification code from your email
4. After logging in, you’ll be prompted to set up a passkey on this device
5. Follow the prompts to register your fingerprint, face, or PIN

Once set up, future logins on this device will use its own passkey directly - no QR code needed.

If you want to use the QR code:

Scan the code with your phone and authenticate there. This works well if your passkey is in a password manager that syncs across devices, but is slower than using a device-specific passkey.

I set up a passkey on my phone but it's not working on my computer

This depends on where the passkey was stored:

• Apple devices (iCloud Keychain): If both devices are signed into the same Apple ID, the passkey should sync automatically. Check that iCloud Keychain is enabled on both devices.
• Windows computer: Windows Hello passkeys don’t sync from other devices. You’ll need to set up a separate passkey on your Windows computer by logging in via OTP.
• Password manager: If you saved the passkey in a password manager like 1Password, make sure the password manager extension is installed on your computer’s browser.

If in doubt, the simplest approach is to log in via OTP on the new device and set up a fresh passkey there.

Why am I being asked for my Windows login multiple times?

When setting up a passkey on Windows, Windows Hello may prompt you to verify your identity more than once. This is normal behaviour - Windows verifies your credentials at multiple steps during passkey creation. Simply enter your PIN, fingerprint, or face scan each time you’re prompted.

I can't set up a passkey on Windows - I only see a QR code

This usually means Windows Hello is not enabled on your device. Without Windows Hello, your browser can’t create a local passkey and falls back to offering a QR code to use a passkey from another device.

To fix this:

1. Open Settings > Accounts > Sign-in options
2. Set up a PIN (the easiest option), fingerprint, or facial recognition
3. Try setting up your passkey again

If Windows Hello options are greyed out, your device may be managed by your organisation. Contact your IT administrator to enable Windows Hello.

Can I have passkeys on multiple devices?

Yes. You can have as many passkeys as you need. If you use Apple devices with iCloud Keychain, your passkey syncs automatically. For Windows devices or mixed platforms, log in via OTP on each device and set up a passkey on each one. You can view and manage all your passkeys from My Account.

Can I remove a passkey?

Yes. Go to My Account (click your profile icon in the top right), find the Passkeys section, and remove any passkeys you no longer need. You can always log in via email OTP and set up a new one.

What if I lose my device?

If you lose a device that has a passkey:

1. Log in on another device using an email OTP code or an existing passkey
2. Go to My Account and remove the passkey for the lost device
3. Set up a new passkey on your replacement device

No one can use your passkey without your biometrics or PIN, so your account remains secure even if your device is lost.

I didn't receive my OTP code

• Check your spam or junk folder
• Ensure you entered the correct email address
• Wait a few moments - emails can take up to 2 minutes to arrive
• Request a new code if needed
• Contact Pigeonhole Support if you still can’t receive codes

Helping Parents and Staff with Login

If a parent or staff member is having trouble logging in:

1. Resend their invitation - Go to the parent or staff list, click the More Actions (…) menu, and select “Send Invite”
2. Check they’re not registering as a nursery - Parents should log in via the parent portal login page, not register directly (which creates a new nursery account)
3. Advise on OTP - Ask them to check their spam/junk folder for the verification code
4. Contact support - If a parent has accidentally registered as a nursery, contact Pigeonhole Support to resolve it