FAQs

What makes Keyek Card so secure?

The Keyek Platform addresses the biggest problem facing users – stolen or compromised credentials. Keyek has developed its secure digital identity platform to protect user credentials from theft or misuse and applications ranging from Next Generations MFA (Keyek Card) to secure remote access solutions.

Where are Keyek Cards made?

Keyek manufactures Keyek Cards in Australia. The manufacturing process includes the complete chain of custody of all components, flashing of subassemblies to remove any software and key loading processes completed within a secure bunker environment which meets with the strict security requirements of the Banking and Payment Card Industry (PCI).

What is Keyek Login?

Keyek Login is Keyek's secure communications interface between Keyek Cards and user devices. The version of Keyek Login you use will vary depending on how and where you will be using your Keyek Card.

If you are using your Keyek Card to log into your company domain on your Windows 10 device, you will need to install the Windows 10 application which replaces the normal “Windows Hello” login screen.

If you are using your Keyek Card to securely log into websites with the Login with Keyek Card button, you will need to ensure you have a compatible browser with a Keyek Login connector built in. Currently supported browsers are the latest versions of Chrome and Edge. If you do not currently use either of these browsers, you will need to download and install one of your choice.

What do I do if I lose my Keyek Card?

If you have lost your Keyek Card – first don’t worry. Your Keyek Card cannot be used by anyone else as its useless without your PIN so your online accounts secured by Keyek remain secure. As soon as you realise you have lost your Keyek Card contact your system administrator who can immediately place a block on your account, and can help to arrange a replacement device. A replacement Keyek Card can be attached to your account and you can be back up and securely accessing your accounts.

What happens if my Keyek Card goes flat?

Keyek Cards do not lose their data when they go flat. All data including your PIN or other stored credentials are stored securely in non-volatile storage so that charging will return the Keyek Card back to normal service. The Keyek Cards charge swiftly and become functional even after only a few minutes charge from being completely flat. Keyek Card come with their own wireless charger and can be left on charge while not in use. Keyek Cards are compatible with any wireless charger (QI format).

How long does the battery last?

The battery will last for weeks with daily use, even with multiple logins every day. If your Keyek Card battery is flat, it charges very quickly via the wireless charger provided and can facilitate a log in as soon as it has as little as 10% charge. You can even leave your Keyek Card on the charger – but you must pick it up to enter your PIN.

What do I do if I forget my PIN?

Only you know your Keyek Card PIN which means that a forgotten PIN cannot be recovered.  If you forget your Keyek Card PIN you will need to contact your company IT administrator for help to reset your PIN. This process may require you to be able to prove your identity. If required, you can contact Keyek support team for further advice at support@keyek.com.

How do I turn on a Keyek Card?

The Keyek Card’s power button is located on the top of the left-hand side of the device (keypad and screen facing you). The button is set back in line with the case to minimise any accidental key presses. Press the power button in once and the Keyek Card will immediately boot up. This button also acts as the reset/reboot button and pressing at any time will restart the device and return it to the “ready” screen.

Alternately, placing the Keyek Card on a charger will also turn it on.

Do I own the Keyek Card?

No. Keyek Card’s remain the property of Keyek at all times and are provided to users as part of a product subscription. By accepting the Terms and Conditions of use, you acknowledge and agree to that the Keyek Card remains the property of Keyek at all times.

Is the Keyek Card waterproof?

No. The Keyek Card is not water resistant and is not designed to be used in situations where the device may become wet or immersed in liquid. Any immersion in water will damage the Keyek Card and is not covered by any warranty.

Can I open or service the Keyek Card?

The Keyek Card cannot be serviced by anyone other than Keyek.

Do not attempt to open a Keyek Card. ANY attempt to open the Keyek Card case will result in the Keyek Card tamper security being triggered which will automatically cause the Keyek Card to wipe and destroy all content on the Keyek Card. If this occurs, the Keyek Card will no longer work and the contents of the Keyek Card will be lost and cannot be recovered. Keyek takes no responsibility or liability for any loss you may suffer as a result.

To obtain service, email support@keyek.com. Available service options are dependent on the country in which service is requested and may be restricted to the original country of sale.

How can I tell if I use Active Directory (on-premises) or Azure Active Directory (cloud)?

The best way to answer this question is to check with your IT team, however in most cases you are able to tell by the way you log into your PC. Active Directory (AD) ‘on-premises’ users log into the domain, whereas for Azure AD (AAD) users they login to the cloud. In general, this means that users who are logging into a domain will enter their domain/username and the corresponding password, where as those logging into the cloud will generally enter their email address and password.

For AAD users the account will often be shown as an “other user” or listed as a “Work or School” account. This can also be seen by viewing the Users in the Settings application, however depending on your IT setup you may not have the authority to view these settings.

Users can also use the whoami utility in a command box which will show:

Azure AD authenticated users will display the logged-on user as: AzureAD\<usernamead>.</usernamead>

AD On-Premises users will display the logged-on user as <domain>\<usernameon-premisead>.</usernameon-premisead></domain>

Users logged into the PC (no domain) will display the logged-on user as <localcomputername>\<username>.</username></localcomputername>

There are many variations in the way business networks can be deployed and User PC’s can be setup – so the best way if you are unsure is to check with your IT team!

What if I don’t have compatible Bluetooth on my PC?

Keyek Card uses Bluetooth Low Energy (BLE) which generally available in most new PC’s and mobile devices. If your PC does not support BLE you can plug the provided Bluetooth adapter into the USB port of your PC. The adaptor is plug and play, so no drivers or software are required.

What do I do when my Keyek Card doesn't connect to my PC?

When PC’s wake up from sleep mode, sometimes the Bluetooth interface does not turn on. Symptoms of this include the:

• Keyek Card does not prompt you to enter your PIN Login or the PC “times out"

• Bluetooth icon on the Keyek Card is not displayed

• Keyek Card goes to sleep

If these symptoms are occurring, try toggling the Bluetooth off and on again. This can be done without needing to log in by following the steps below:

1. On the login screen, click the "Internet" icon (Wifi symbol) on the bottom right corner of the screen.

2. This should open and show you the networks dialog, along with a toggle button for “Aeroplane Mode”.

3. The Keyek Login screen will change and display a link to “Enable Bluetooth” – Click to turn Bluetooth back on.

4. Try to log in with your Keyek Card as normal.

5. Don’t forget to turn “Aeroplane Mode” off again.

Can I do a firmware update or does Keyek do this?

Keyek may from time to time release new software for Keyek Cards. Updates are provided remotely at Keyek discretion and may be performed at any time. Users cannot upgrade firmware, and no application may be loaded to the Keyek Card other than via Keyek.

How do I dispose of a Keyek Card?

The Keyek Card should be returned to Keyek or an authorised service provider for recycling and/or disposal.