URGENT: Locked out of portal 148842945 - passkey server-side validation bug + Persona recovery not p

Smart CRM & Sales Hub Account & Settings
1

I’m the sole Super Admin of portal 148842945 and have been completely locked out since this morning.

  • Passkey login fails server-side: WebAuthn succeeds client-side, but POST /api/login-api/v1/passkey/authenticate returns 400 FAILED_PASSKEY_VALIDATION. Correlation IDs: 01a030a6-b374-7e39-93ca-78021560f779 and 01a030a8-6f0e-7a4f-b1be-cf02617efc04.
  • I completed the “Lost your passkey?” identity recovery via Persona successfully, but the passkey was NOT removed from my account afterward (retried login, same 400 error), and I never received any confirmation email.
  • Alternative login methods (Google, Microsoft, Apple, ChatGPT) all route back to the same broken two-factor step.
  • In-app support chat requires being logged in, which is exactly what’s blocking me.

I need a manual account owner override / passkey reset on the backend, since the self-service recovery path is confirmed broken. This is blocking all work on the account. Any help escalating this internally would be hugely appreciated.

2

This looks like a backend passkey recovery issue. Since identity verification succeeded but the passkey wasn’t removed, support will likely need to manually reset it using the correlation IDs and portal ID.

4

Hi- I’m the PM over the Login team. I’ve flagged this to the team. If you have raised an email support ticket, can you DM me the ticket number?

-Jordan