topic Re: C'mon EE, I want my fingerprint access back!!! in EE app and website

C'mon EE, I want my fingerprint access back!!!

FRANKIEALF16 — Sun, 04 Jun 2023 08:39:49 GMT

Re: C'mon EE, I want my fingerprint access back!!!

354- — Sun, 04 Jun 2023 10:22:06 GMT

@FRANKIEALF16 - What options are listed in the app, when you navigate to Profile (Person Silhouette icon) -> Profile Settings -> Log in settings -> Log in method -> Biometrics. (I'm on Android & using latest EE app 5.16.2)

Re: C'mon EE, I want my fingerprint access back!!!

alfonsoeg — Wed, 19 Jul 2023 07:41:41 GMT

That option does not appear to me I only have PIN and Password. I am on Pixel 7a so should have biometrics. I have deleted and reinstalled the app several times.

Re: C'mon EE, I want my fingerprint access back!!!

James_B — Wed, 19 Jul 2023 08:01:14 GMT

Hi @alfonsoeg,

Welcome to the EE Community. 🙂

If you go to Settings > Security and privacy > Face and fingerprint unlock, is 'Verify it's you in apps' turned on?

James

Re: C'mon EE, I want my fingerprint access back!!!

alfonsoeg — Wed, 19 Jul 2023 08:47:30 GMT

Hi James,

Thank you for the reply. 'Verify it's you in apps' is indeed turned on. In fact, all apps that have biometrics are working fine. EE is the only one that isn't.

For more context, during the first setup I choose biometrics, however the phone/app didn't read my fingerprint correct the three times I tried and after that it asked for my pin. I removed all protection from the phone screen to redo the process and avoid a misreading of the fingerprint, deleted and reinstalled the app and the option just dissapeared, even when trying to set up the app for the first time it doesn't even ask anymore if I want to enable biometrics.

And as mentioned, the option to enable Biometrics isn't shown in the app either I am only given the options of PIN or Password.

Regards,

Alfonso G.

Re: C'mon EE, I want my fingerprint access back!!!

James_B — Wed, 19 Jul 2023 10:05:35 GMT

Have you tried clearing the app cache @alfonsoeg?

James

Re: C'mon EE, I want my fingerprint access back!!!

Chris_B — Wed, 19 Jul 2023 13:28:11 GMT

@alfonsoeg The issue it’s with the app it’s with the device not recognising your fingerprint to authenticate it. You’re only linking the biometrics to insert your passcode in to the app on your device it’s not the app.

Re: C'mon EE, I want my fingerprint access back!!!

alfonsoeg — Wed, 19 Jul 2023 16:53:33 GMT

Thank you @James_B , this actually fixed the problem.

Strange as I deleted and reinstalled the app two times, you would have thought that also deleted the cache but apparently not. Some bug there I suppose.

Appreciate the help.

Regards,

Alfonso.

Re: C'mon EE, I want my fingerprint access back!!!

Christopher_G — Wed, 19 Jul 2023 17:22:46 GMT

Thanks for letting us know, @alfonsoeg 🙂

Chris