How can banks educate customers about passkey benefits?

How can banks educate customers about the benefits of passkeys?#

For many banks, adopting passkeys is a major shift and for successful implementation, customers must understand and trust this new authentication method. Banks need to proactively educate users on how passkeys work, why they are more secure than passwords and OTPs (which are usually sent via SMS, accessed via authenticator apps or sometimes also sent via email) and how they enhance the banking experience.

Strategies for educating banking customers about passkeys#

1. Use clear, simple messaging in all channels#

• Use plain language to explain what passkeys are and how they replace passwords.
• Highlight security benefits (e.g. phishing resistance, no SMS OTPs, no stolen credentials, prevention of account-takeovers).
• Emphasize ease of use (one-click biometric login, no password resets).

2. Provide in-app guides & step-by-step tutorials#

• Provide interactive onboarding experiences that show how to set up and use passkeys.
• Use animated walkthroughs or tooltips in banking apps.
• Offer an FAQ section answering common concerns (e.g. “What if I lose my device?” - see also our FAQ which can serve as a starting point as it's based on the most common consumer questions we have found on the Internet regarding passkeys).

3. Conduct targeted awareness campaigns#

• Send email newsletters explaining the transition from passwords to passkeys.
• Publish blog posts and social media content addressing passkey myths and benefits.
• Partner with cybersecurity experts to share insights on why passkeys are the future.

4. Set up dedicated customer support & help desks#

• Train call center and branch staff to explain passkeys to customers. Banks that rely heavily on phone support often turn to specialized solutions - check Nextiva reviews for examples of how call services help improve customer experience.
• Offer live chat support for passkey-related questions.
• Provide self-service troubleshooting guides on the bank’s website.

5. Incentivize early adoption#

• Encourage customers to enroll in passkeys by offering exclusive perks (e.g., faster transaction approvals, fewer security challenges).
• Use gamification techniques, such as badges for early adopters.

6. Address common concerns transparently#

Answer potential customer worries, such as:

• “What happens if I change my phone?” → Explain cloud-based passkey recovery.
• “Are passkeys really safer?” → Show examples of how passkeys prevent phishing attacks.

Read the full article#

About Corbado

Corbado is the Authentication Intelligence Platform for CIAM teams running consumer authentication at scale. We help you see what IDP logs and generic analytics tools can't: where passkeys, passwords, OTP, social login and fallback journeys succeed, stall or fail, which devices and browsers create friction, and when an OS update silently breaks login. Two products: Corbado Observe layers process mining and observability across authentication journeys. Corbado Connect adds managed passkeys with analytics built in alongside your IDP. VicRoads runs passkeys for 5M+ users with Corbado (+80% passkey activation). Talk to a Passkey Expert →