Support Guide
Verified: 2026-05-28100% complete

Biometric login failed

Verified: 2026-05-28% complete
Customer's problem
The customer's Face ID or fingerprint login is failing.
Quick fix
Reassure them — the PIN screen will appear automatically. Log in with the PIN, then toggle biometric login off and on in Settings.
❓ First ask

"Have you recently changed the Face or fingerprint data on your phone?" If yes, biometric login has to be re-enabled inside the app.

Steps — what to do

  1. When biometric fails, the app falls back to the PIN screen — ask the customer to log in with their PIN.
  2. To fix biometric, open the phone's Settings and confirm Face ID or fingerprint is working in other apps.
  3. In the Perccent app Settings, turn biometric login off and then back on.
  4. If the device's Face or fingerprint data has been changed, biometric must be re-enabled inside the app.
🗣️ Say this to the customer
Please do not worry. When biometric fails, the PIN screen appears so you can log in with your PIN. After that, go to Settings, turn biometric login off and then on again.
✅ Do
Get the customer logged in with PIN first, then have them toggle biometric off and on in Settings.
⛔ Don't
Never ask the customer for their OTP, PIN, card number, or bank login details.
🔴 Escalate when

Both biometric AND PIN login are failing. First have the customer log in fresh using phone number plus OTP. If that also fails, hand off to L2 for token investigation.

⚙️ Background (agent reference — do not read to customer)

The app checks isBiometricEnabled in the biometricSlice and uses the device's FaceID or fingerprint sensor. If biometric auth fails, the app automatically falls back to PIN entry. Biometric failures are usually a device-level issue, not an app issue.